Customer Experience Delivery Manager

Inner West Council; Sydney; On-site; AUD 155,000 - 175,000; Full time

Benefits offered by this job

Gym membership from $18.65/week

Job summary

Inner West Council in Sydney seeks a Customer Experience Delivery Manager to lead frontline customer experience operations and enablement across all channels. You will ensure teams are resourced, skilled, and aligned to deliver accessible, high-quality services that meet service standards and respond promptly to changing demand.

This role offers an opportunity to influence how residents interact with council services, with a focus on collaboration, continuous improvement, and delivering a

Qualifications

• Leading large front-line customer service teams in a complex service environment.
• Experience managing multi-channel customer service operations with coaching and performance management.
• Strong workforce planning, scheduling and resource management with excellent communication and stakeholder management.
• Ability to handle customer escalations sensitively.

Responsibilities

• The Customer Experience Delivery Manager leads Council's frontline customer experience operations and service enablement to deliver responsive, accessible and high-quality services across all customer channels.
• It ensures customer experience teams are appropriately resourced, skilled and supported to deliver consistent customer experiences, achieve service standards and respond to changing customer demand.

Skills

Frontline leadership

Multi-channel service ops

Workforce planning

Stakeholder management

Education

Tertiary qualification in management or related field

Job description

Inner West Council (IWC) is among Sydney’s larger local metropolitan local government councils looking after a community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable, and diverse suburbs. As we continue to deliver quality, innovative, and inclusive programs and services, we invite you to join in on our journey towards becoming the best council for our community.

The community is at the heart of IWC, and our values ofIntegrity,Respect,Innovation,CompassionandCollaborationare at the centre of everything that we do.

We offer flexible career life balance with hours that allow you to relax and recharge.We offer a variety of flexible work arrangement options(e.g. flexible hours and working from home) where appropriate giving you even greater quality of work life balance.

Permanent employees benefit from our great valuegym membership from $18.65/week giving access to a vast network of gyms in Sydney.

The Customer Experience Delivery Manager is responsible for leading Council's frontline customer experience operations and service enablement functions to deliver responsive, accessible and high-quality services across all customer channels.

The role ensures customer experience teams are appropriately resourced, skilled and supported to deliver consistent customer experiences, achieve service standards and respond effectively to changing customer demand.

Pleaseread thePosition Description to familiarise yourself with all the requirements and conditions of the role.

$155,168.00 p.a. - $174,643.04 p.a. + 12% Superannuation + Access to Council's Motor Vehicle Leaseback Scheme

Some of the required skills, experience and qualifications

• Relevant tertiary qualifications in management, customer service, business administration or a related discipline, or equivalent experience.
• Demonstrated experience leading large high-performing front line customer service delivery teams in a complex service environment.
• Experience managing multi-channel customer service operations with experience incoaching, performance management and capability development.
• Strong workforce planning, scheduling and resource management capability with highly developed communication, stakeholder management and problem-solving skills, including the ability to sensitively handle customer escalations.

Enquiries

Sharon Bowman, Director Corporate on 9392 5700

Closing Date

Sunday 20 September 2026, 11:30PM

We recommend you read the Position Description for the role to make sure your application addresses the requirements of the position. Council is an equal opportunity employer and welcomes all applicants. Please advise us within the application if you need support, reasonable adjustments to participate successfully in the recruitment process.

Eligibility for employment/Pre employment Checks Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks as required for the position. This may include police records checks, certified copies of relevant qualifications, Driver’s Licence and proof of work rights in Australia (please refer to the Position Description for the specific qualifications/requirements for the role). Copies of any sighted documents will be kept by IWC for its records as proof of verification.

Inner West Council is proud to be an inclusive and equitable employer

We welcome applicants from all backgrounds and experiences and are committed to reflecting the diversity of our community. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disability, culturally and linguistically diverse communities, LGBTQ+ people, veterans, young people, and mature age workers.

This commitment to diversity and inclusion is one of the many reasons we were named the 2023 AR Bluett Award Winner as the most progressive council in NSW. We’re also proud recipients of the 2023 Australian Business Awards Employer of Choice and the 2025 NSW Local Government Excellence Award for Organisational Diversity and Inclusion.

Inner West Council is among Sydney’s larger local government agencies, looking after a vibrant community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable and diverse suburbs. As we continue to deliver quality, innovative and inclusive programs and services, we invite you to join us on our journey towards becoming the best council for our community. We are committed to the principles of Equal Employment Opportunity, WHS, sustainability, continuous improvement and business excellence. The community is at the heart of the organisation, and Council’s values of integrity, respect, innovation, compassion and collaboration guide everything we do. As an organisation committed to child safety, we also recognise the importance of the wellbeing of all children and young people, and the marvelous value they bring to the inner-west community, and it is essential they are safe while taking part in community life. All Council employees share the responsibility to keep them safe while they access services and enjoy Council facilities. Council expects commitment to these values and responsibilities from all its employees as they serve the community and make Inner West a great place to be.