Customer Experience Operations Lead

Georges River Council; Sydney; Hybride; AUD 123 000 - 143 000; Plein temps

Avantages offerts par ce poste

Hybrid work after probation

4 weeks annual leave

MyLeave for health and wellbeing

Fitness Passport

Sponsored Study Program

Employee Rewards Program

Employee Assistance Program

Résumé du poste

Georges River Council in Sydney is seeking a Coordinator Customer Experience Operations to lead a customer-focused team and oversee all council contact channels and service locations. You will report to the Manager Customer Experience and drive service excellence, ensuring a consistent, high-quality experience for every interaction.

You will develop a dedicated team, champion continuous improvement, and contribute to the Council's Customer Experience Strategy.

Qualifications

• Relevant tertiary qualifications or equivalent experience in customer service, business, leadership or a related field.
• A current Class C NSW Driver Licence.
• Experience leading and developing teams in a customer service, contact centre, or operational environment.
• Strong communication, stakeholder engagement and report writing skills.
• Analytical, problem-solving and decision-making abilities.
• Experience in workforce planning, budgeting, and resource management.

Responsabilités

• Lead and develop a high-performing Customer Experience team.
• Oversee operations across service locations and contact channels.
• Drive service improvements and customer experience initiatives.
• Monitor service performance and feedback for improvements.
• Manage complex customer enquiries and escalations.
• Lead budgeting and resource management for service delivery goals.
• Build relationships across Council to improve outcomes.

Connaissances

Leadership

Driver Licence

Team development

Communication skills

Analytical thinking

Workforce planning

Budgeting

MS Office

CRM systems

Multichannel service

Outils

Microsoft Office

CRM systems

Description du poste

Georges River Council in Sydney is seeking a Coordinator Customer Experience Operations to lead a customer-focused team and oversee all council contact channels and service locations. You will report to the Manager Customer Experience and drive service excellence, ensuring a consistent, high-quality experience for every interaction.

You will develop a dedicated team, champion continuous improvement, and contribute to the Council's Customer Experience Strategy.