Customer Experience Lead: Flexible, Impactful Transformation

Careers at Council; Burwood; Híbrido; AUD 110 000 - 131 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fitness Passport

Employee Assistance Program (EAP)

Flexible working arrangements (WFH & R

Resumo da oferta

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive customer-centric improvements across call centre and frontline services.

You will shape innovative strategies, measure performance, and collaborate to deliver inclusive, accessible services for our diverse community. This permanent full-time role offers a flexible work pattern and a supportive culture committed to learning and development.

Qualificações

• Current NSW Class C Drivers Licence.
• Good governance, privacy, risk and compliance understanding.
• Pre-employment checks incl. national police check & medical.
• Experience leading and developing high-performing customer service teams.
• Proven success delivering customer experience improvements.
• Strong project & change management capability.
• Analytical, data-driven mindset with customer feedback & metrics.
• Excellent communication & relationship-building skills.
• Commitment to inclusive, accessible service for diverse community.

Responsabilidades

• Lead and inspire a high-performing Customer Service team.
• Drive innovative customer-experience initiatives.
• Deliver service improvements and embed quality standards.
• Use customer insights to inform decisions and design.
• Champion digital transformation to enhance service delivery.
• Build organisational capability through coaching.
• Manage complex customer resolutions with fair outcomes.
• Collaborate across Council for seamless, accessible services.

Conhecimentos

Leadership

Service design

CRM systems

Data analytics

Stakeholder management

Formação académica

Relevant qualifications or equivalent experience

Ferramentas

CRM systems

Descrição da oferta de emprego

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive customer-centric improvements across call centre and frontline services.

You will shape innovative strategies, measure performance, and collaborate to deliver inclusive, accessible services for our diverse community. This permanent full-time role offers a flexible work pattern and a supportive culture committed to learning and development.