Customer Experience Team Lead - Community Services

Careers at Council; Sydney; On-site; AUD 95,000 - 110,000; Full time

Benefits offered by this job

Flexible work from home

Training & development

Generous leave entitlements

Health & wellbeing programs

Wellness subsidies

Free aquatic centres access

Fitness Passport Program

Employee Assistance Program

Job summary

Cumberland City Council’s Customer Experience team seeks a proven leader to drive high-quality, end-to-end customer experiences. The role leads staff across Council sites, fostering a customer-centric culture and sustaining service standards while overseeing multi-channel inquiries and complex requests.

Applicants should have tertiary qualifications (or extensive related experience) and a track record of motivating teams, with strong communication and change-management skills.

Qualifications

• Relevant tertiary qualifications or extensive related experience.
• Experience leading a high-performing team and motivating staff.
• Strong decision-making in fast-paced environments.
• Proven ability to deliver high-quality customer experiences across channels.
• Excellent written and verbal communication; report writing.

Responsibilities

• Oversee end-to-end customer experiences across multiple Council sites.
• Lead a high-performing team delivering efficient service.
• Foster a customer-centric culture and uphold service standards.
• Manage diverse inquiries including development assessment and rates.
• Roaster management and travel across worksites.

Skills

Leadership

Decision-making

Problem-solving

Change management

Communication

Report writing

Conflict resolution

Time management

Stakeholder management

Education

Tertiary qualifications

Tools

CRM system

Job description

Cumberland City Council’s Customer Experience team seeks a proven leader to drive high-quality, end-to-end customer experiences. The role leads staff across Council sites, fostering a customer-centric culture and sustaining service standards while overseeing multi-channel inquiries and complex requests.

Applicants should have tertiary qualifications (or extensive related experience) and a track record of motivating teams, with strong communication and change-management skills.