Customer Experience Lead — Community Services

Maranoa; Roma; On-site; AUD 79,000 - 96,000; Full time

Benefits offered by this job

Long service leave

Five weeks annual leave

Nine-day fortnight with RDO

Salary sacrifice facilities

Employee Assistance Program

Discounted gym memberships

Discounted health insurance

Job summary

Maranoa Regional Council is seeking a Coordinator - Customer Experience Services to lead a high-visibility, community-facing function in Roma. You will shape standards, processes and culture for customer experience across locations and channels, and drive systems, people and insights to improve service delivery.

The role leads a team, manages rostering, training and day-to-day operations, and serves as escalation point for complex customer matters to ensure timely resolution and accountable

Qualifications

• Experience leading a customer experience function.

Responsibilities

• Lead and develop the Customer Experience function, day-to-day operations, service standards and continuous improvement.
• Coordinate service delivery across centres, phone, digital and written channels.
• Champion council's customer service standards and a service-oriented culture.
• Lead, guide and develop the Customer Experience team including rostering and training.
• Act as escalation point for complex customer matters and ensure proper handover.

Job description

Maranoa Regional Council is seeking a Coordinator - Customer Experience Services to lead a high-visibility, community-facing function in Roma. You will shape standards, processes and culture for customer experience across locations and channels, and drive systems, people and insights to improve service delivery.

The role leads a team, manages rostering, training and day-to-day operations, and serves as escalation point for complex customer matters to ensure timely resolution and accountable