Customer Experience Team Lead - Flexible Hours & RDO

the original; Sydney; On-site; AUD 84,000 - 96,000; Full time

Benefits offered by this job

Flexible working arrangements

Work from home opportunities

Professional development

Annual and personal leave

Health insurance discounts

Job summary

Cumberland City Council is seeking a Customer Experience Leader to oversee a team delivering high-quality, end-to-end experiences for internal and external customers across multiple sites. You will foster a customer-centric culture and uphold service standards while managing rosters and cross-site activities.

The role requires tertiary qualifications or equivalent experience, strong leadership, and proven ability to navigate complex enquiries and change.

Qualifications

• Relevant tertiary qualifications or demonstrated extensive related experience.
• Proven experience in leading a high performing team, including the ability to motivate, inspire, and empower team members to achieve their full potential.
• Strong decision-making skills, with the ability to make sound judgments in complex and fast-paced environments.
• Effective problem-solving abilities, with a proactive approach to addressing challenges and implementing solutions.
• Demonstrated ability to manage change and adapt to evolving business needs and priorities.
• Commitment to fostering a culture of continuous learning and development within the team.
• Proven experience in delivering excellent customer experience and exceeding customer expectations across various contact channels.
• Strong written and oral communication skills, including the preparation of reports, submissions, and correspondence
• Experience in handling general technical or complex enquiries, including development assessment and rates.
• Excellent organisational and time management abilities.
• Demonstrated conflict resolution and negotiation skills.
• Extensive experience in processing applications, production of certificates, and cashiering, including end-of-day reconciliation.
• Flexibility to work as part of a roster to lead staff and carry out duties across multiple service points.
• Ability to monitor work volumes, identify emerging issues or trends, and recommend changes.
• Experience administering a Customer Relationship Management System.
• Demonstrated experience in implementing new customer experience initiatives and service improvements to enhance the end-user experience.
• Eligibility as a Justice of the Peace.

Responsibilities

• Lead a team to provide high-quality end-to-end customer experiences across multiple Council sites.
• Foster a customer-centric culture and uphold high service standards.
• Oversee call centre, front counters and service centres.
• Travel across worksites as required.

Skills

Team leadership

Decision making

Problem solving

Change management

Communication skills

Time management

Conflict resolution

Customer experience

Report writing

General enquiries handling

Cashiering

Roster management

CRM systems

JP eligibility

Education

Tertiary qualifications or equivalent experience

Tools

CRM system

Job description

Cumberland City Council is seeking a Customer Experience Leader to oversee a team delivering high-quality, end-to-end experiences for internal and external customers across multiple sites. You will foster a customer-centric culture and uphold service standards while managing rosters and cross-site activities.

The role requires tertiary qualifications or equivalent experience, strong leadership, and proven ability to navigate complex enquiries and change.