Customer Experience Delivery Manager

Inner West Council; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

Inner West Council is seeking a Customer Experience Delivery Manager to oversee frontline customer experience operations across multiple channels. The role focuses on delivering responsive and accessible services that meet service standards and respond effectively to changing demand.

Applicants should have tertiary qualifications in management or related disciplines and proven experience leading large front-line teams in complex service environments.

Qualifications

• Demonstrated experience leading large high-performing front line customer service delivery teams in a complex service environment.
• Some of the required skills, experience and qualifications.

Responsibilities

• Lead Council's frontline customer experience operations and service enablement functions to deliver responsive, accessible and high-quality services across all customer channels.
• Read the Position Description to familiarise yourself with all requirements and conditions of the role.

Skills

Team leadership

Customer service

Education

Relevant tertiary qualifications in management, customer service, business administration

Job description

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.

Key responsibilities

• 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.
• Please read the Position Description to familiarise yourself with all the requirements and conditions of the role.

What you need

• 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.