Customer Experience Lead – 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

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.