Customer Contact Centre Lead - Hybrid/Remote

Bayside City Council; Bayside; Hybrid; AUD 107.000 - 130.000; Vollzeit

Benefits dieser Stelle

Flexible and hybrid working

Generous leave provisions (including 4

Staff wellbeing programs

Learning and development opportunities

Parkland office near the beach

Free onsite staff parking

Zusammenfassung

Bayside City Council is seeking a Coordinator Customer Contact Centre to lead a dedicated customer service team across all channels. The role reports to the Manager Advocacy, Communications and Engagement and focuses on service performance, workforce capability, and stakeholder engagement.

You will drive continuous improvement, foster a collaborative culture, and partner across Council to enhance customer experiences and outcomes.

Qualifikationen

• 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.

Aufgaben

• Lead Bayside's Customer Contact Centre to deliver high-quality customer service.
• Set priorities and manage competing demands across the team.
• Monitor service performance, customer outcomes and team capability.
• Oversee team performance and service delivery outcomes.
• Foster a positive and collaborative team culture.
• Build strong relationships across Council to improve service delivery.
• Drive continuous improvement initiatives that improve efficiency and customer outcomes.

Kenntnisse

Leadership

Customer service ops

Prioritisation

Stakeholder comms

Data analytics

Continuous improvement

Qualifications/experience

Ausbildung

Tertiary qualifications

Jobbeschreibung

Bayside City Council is seeking a Coordinator Customer Contact Centre to lead a dedicated customer service team across all channels. The role reports to the Manager Advocacy, Communications and Engagement and focuses on service performance, workforce capability, and stakeholder engagement.

You will drive continuous improvement, foster a collaborative culture, and partner across Council to enhance customer experiences and outcomes.