Customer Experience Team Lead - Community Impact

Cumberland Council; Sydney; On-site; AUD 84,000 - 96,000; Full time

Benefits offered by this job

Flexible working arrangements

Professional development

Leave entitlements

Job summary

Cumberland City Council is seeking a motivated leader to head the Customer Experience team. You will drive high-quality end-to-end customer journeys across Council call centres, front counters, and service centres, fostering a culture focused on service excellence.

The role demands proven leadership, change management, and strong communication to deliver improved outcomes for residents and internal stakeholders.

Qualifications

• Relevant tertiary qualifications or extensive related experience.
• Proven experience in leading a high performing team.
• Strong decision-making and problem-solving abilities.
• Experience administering a Customer Relationship Management System.

Responsibilities

• Overseeing seamless customer experiences across multiple Council sites.
• Cultivate a customer-centric culture and uphold high service standards.
• Lead staff, monitor volumes, and address trends with improvements.

Skills

Leadership

Customer service

Communication

Problem solving

Change management

Team coaching

Decision making

Project management

Conflict resolution

Education

Tertiary qualifications or extensive related experience

Tools

CRM software

Job description

Cumberland City Council is seeking a motivated leader to head the Customer Experience team. You will drive high-quality end-to-end customer journeys across Council call centres, front counters, and service centres, fostering a culture focused on service excellence.

The role demands proven leadership, change management, and strong communication to deliver improved outcomes for residents and internal stakeholders.