Customer Experience Lead (Hybrid)

Cardinia Shire Council; City of Melbourne; Hybrid; AUD 115,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Leadership development

Work-life balance

Sustainability focus

Professional growth opportunities

Job summary

Cardinia Shire Council in Melbourne is seeking a Coordinator Customer Support to lead a high-performing team and deliver outstanding service to a growing community. You will leverage customer insights and operational data to drive improvements and shape the customer experience across the organisation.

Collaboration with colleagues across Council will establish a rhythm for performance, quality assurance, and service delivery, while guiding change through a customer-first culture and strong

Qualifications

• Leadership experience managing and developing teams in customer service or contact centre environments.
• Specialist expertise in contact centre operations, multi‑channel delivery (phone, email, webchat, social).
• Experience establishing and leading operational rhythm, workforce performance, reporting and QA.
• Strong analytical skills to interpret feedback, data and trends for service improvement.
• Exceptional stakeholder engagement and relationship-building across organisational levels.
• Sound financial management skills, including budgets and resource management.
• Tertiary qualification in business or related discipline, or extensive equivalent experience.

Responsibilities

• Lead, coach and develop a customer support team delivering exceptional service across channels.
• Use insights and performance data to drive service improvements and informed decisions.
• Oversee day-to-day operations, performance and quality assurance of Customer Support.
• Drive continuous improvement initiatives and systems enhancements.
• Foster partnerships across Council to promote a customer-centric culture.

Skills

Leadership

Contact centre ops

Workforce analytics

Stakeholder engagement

Financial management

Team development

Strategic thinking

Education

Bachelor's degree in business or related field

Job description

Cardinia Shire Council in Melbourne is seeking a Coordinator Customer Support to lead a high-performing team and deliver outstanding service to a growing community. You will leverage customer insights and operational data to drive improvements and shape the customer experience across the organisation.

Collaboration with colleagues across Council will establish a rhythm for performance, quality assurance, and service delivery, while guiding change through a customer-first culture and strong