Customer Experience Service Lead — Transform & Elevate Delivery

The City of Cockburn; City Of Cockburn; On-site; AUD 115,000 - 122,000; Full time

Benefits offered by this job

Flexible work options

Super up to 16% + employee perks

Free gym membership and wellness

Job summary

The City of Cockburn is seeking a Service Lead - Customer Experience to drive service delivery across front counter, contact centre, digital and after-hours channels. You will lead the Customer Experience team, manage feedback and complaints, and use insights and technology to improve outcomes.

Based in Western Australia, the role offers a pathway to enhancing customer journeys with Genesys, alongside flexible work options and a strong benefits package.

Qualifications

• Experienced customer service leader with strong contact centre background.
• Analytical and problem-solving skills with data-driven approach.
• Experience with contact centre technologies such as Genesys.

Responsibilities

• Lead delivery of customer service across front counter, contact centre, digital and after-hours channels.
• Ensure high standard of service delivery and manage customer feedback/complaints.
• Drive continuous improvement using customer insights, data and technology.
• Provide leadership to the Customer Experience team and oversee initiatives.

Skills

Customer service leadership

Contact centre operations

Analytical thinking

Data-driven decisions

People leadership

Communication skills

Tools

Genesys

Job description

The City of Cockburn is seeking a Service Lead - Customer Experience to drive service delivery across front counter, contact centre, digital and after-hours channels. You will lead the Customer Experience team, manage feedback and complaints, and use insights and technology to improve outcomes.

Based in Western Australia, the role offers a pathway to enhancing customer journeys with Genesys, alongside flexible work options and a strong benefits package.