Customer Experience Lead - Multi-Channel Support (Hybrid)

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

Benefits offered by this job

Activity based and hybrid work model.

Innovative and impactful initiatives.

Professional development opportunities

Sustainability commitment

Work-life balance focus

Job summary

Cardinia Shire Council is seeking a Coordinator Customer Support to lead a high-performing team and elevate customer experiences across channels. You will guide strategic service improvements using insights and operational data to influence future Council decisions.

You will champion a customer-first culture, oversee day-to-day operations, and partner with other Council teams to deliver innovative, high-quality services while supporting workforce development in a hybrid work environment.

Qualifications

• Leadership of customer service teams with coaching and development.
• Expertise in contact centre operations, multi‑channel service delivery.
• Experience establishing operational rhythm, reporting and QA.

Responsibilities

• Lead a customer support team delivering exceptional service across channels.
• Use customer insights and metrics to drive service improvements.
• Oversee day-to-day operations, performance and QA of the Customer Support function.
• Drive continuous improvement initiatives and systems enhancements.
• Build partnerships across Council to foster a customer-centric culture.

Skills

Leadership

Contact centre ops

Multi-channel

Performance metrics

Analytical skills

Stakeholder engagement

Budget management

Qualifications

Education

Tertiary qualifications in business or related discipline

Tools

CRM systems

Workforce management

Job description

Cardinia Shire Council is seeking a Coordinator Customer Support to lead a high-performing team and elevate customer experiences across channels. You will guide strategic service improvements using insights and operational data to influence future Council decisions.

You will champion a customer-first culture, oversee day-to-day operations, and partner with other Council teams to deliver innovative, high-quality services while supporting workforce development in a hybrid work environment.