Coordinator Customer Contact Centre

Bayside City Council; Melbourne; Hybrid; AUD 107,000 - 130,000; Full time

Benefits offered by this job

Flexible hybrid working

Generous leave provisions including 4:

Staff wellbeing programs

Learning and development opportunities

Parkland office near the beach

Free onsite staff parking

Job summary

Bayside City Council seeks a Coordinator Customer Contact Centre to lead a high-performing service team across multiple channels. You will drive performance, capability and continuous improvement while collaborating with stakeholders across the organisation.

The role offers flexible hybrid working from the Corporate Centre in Sandringham with a strong focus on delivering excellent customer experiences and outcomes, reporting to the Manager Advocacy, Communications and Engagement.

Qualifications

• Proven experience leading and developing customer service or service delivery teams.
• Strong experience managing and understanding of customer service operations, performance and service standards.
• Record of sound judgement and prioritisation.
• Excellent communication and stakeholder engagement skills.
• Strong analytical and problem-solving skills, with the ability to use data and insights to inform decisions.
• Demonstrated experience leading continuous improvement and change initiatives.

Responsibilities

• Leading the Customer Contact Centre to deliver consistent, high-quality customer service.
• Setting priorities and manage competing demands.
• Monitoring service performance, customer outcomes and team capability.
• Overseeing team performance and service delivery outcomes.
• Fostering a positive and collaborative team culture.
• Building strong relationships across Council to improve service delivery and customer experience.
• Driving continuous improvement initiatives that improve efficiency and customer outcomes.

Skills

Leadership

Customer service

Stakeholder engagement

Data analysis

Change management

Continuous improvement

Prioritisation

Communication

Education

Relevant tertiary qualifications or equivalent experience

Job description

Employment Status: Permanent
Days & Hours of Work: 5 days, totalling 38 hours per week.
Competitive Salary: $118,508.69 per annum + 12% superannuation.
Location: Corporate Centre in Sandringham, with some flexibility to work from home.

About Us:

We are a passionate organisation, connected in our shared goal to be ‘sector leading’ in all that we do for the community and each other. Home to over 100,000 residents, Bayside City Council's enduring purpose is building extraordinary places, thriving communities, and better futures.

Bayside Council is an equal-opportunity employer committed to providing an accessible and safe working environment that embraces and values child safety, diversity, and inclusion. Our organisational strategy is made up of three priorities and we consider these in everything we do: Diversity, Equity & Inclusion, Customer Experience and Results Matter.

We want everyone to be as proud of what we are achieving - and excited about our future - as we are, and we are committed to working together to achieve this.

About the Role:

The Coordinator Customer Contact Centre leads Bayside's customer service team, delivering high-quality, customer-focused services across all contact channels. Reporting to the Manager Advocacy, Communications and Engagement, this role is responsible for service performance, workforce capability, continuous improvement and stakeholder engagement. You will lead a dedicated customer service team and work across the organisation to acieve positive customer experiences and outcomes.

You will be responsible for:

• Leading the Customer Contact Centre to deliver consistent, high-quality customer service.
• Setting priorities and manage competing demands.
• Monitoring service performance, customer outcomes and team capability
• Overseeing team performance and service delivery outcomes.
• Fostering a positive and collaborative team culture.
• Building strong relationships across Council to improve service delivery and customer experience
• Driving continuous improvement initiatives that improve efficiency and customer outcomes.
  

Key Selection Criteria:

To be successful in this role, you will bring the following skills and competencies:

• Proven experience leading and developing customer service or service delivery teams
• Strong experience managing and understanding of customer service operations, performance and service standards
• Record of sound judgement and prioritisation
• Excellent communication and stakeholder engagement skills
• Strong analytical and problem-solving skills, with the ability to use data and insights to inform decisions
• Demonstrated experience leading continuous improvement and change initiatives
• Relevant tertiary qualifications or equivalent experience.
  

Mandatory pre-employment requirements:

• Be willing to undergo and complete a satisfactory criminal history check
• Provide or obtain an employment-based Working with Children check
  

What we can offer you in return:

• A work life/balance through flexible and hybrid working arrangements
• Generous leave provisions, including accrued time off, parental leave, four days of wellbeing leave per year, cultural and ceremonial leave, gender affirmation leave, plus the ability to purchase up to four weeks additional leave per year
• Dedicated Staff Wellbeing programs, events and gym membership discounts
• Learning and development opportunities so our people can grow and thrive
• A Parkland surrounded office that is only short 500m stroll to the beach
• Free onsite staff parking
  

If you are ready to be part of our incredible organisation, and you think this role is the right fit for you, then we look forward to finding out more about you and what you would bring to this role.

Please note -

Shortlisting will commence prior to the closing date so we encourage you to submit your application as soon as possible.

If you would like to learn more about this opportunity or have any question, please contact Stuart Eaton, Manager Advocacy, Communications & Engagement on 03 03 9599 4884or via email [e-mail]

Bayside City Council prides itself on its values of Respect Each Other, Own It, Work Together and Find Better Ways.

Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land, and we pay our respects to their Elders, past, present and emerging as well as all Aboriginal or Torres Strait Islander community members with us today.

We are an equal opportunity employer committed to an equitable, diverse and socially inclusive work environment. We actively encourage applicants with Aboriginal and Torres Strait Islander heritage, people living with disability, LGBTIQA+ people and people from culturally diverse backgrounds to apply for this opportunity.