Customer Service Systems Lead — Flexible, Permanent Role

Blacktown City Council; Blacktown; On-site; AUD 68,000 - 85,000; Full time

Benefits offered by this job

Flextime

12% Superannuation

Training and development

Job summary

Blacktown City Council is seeking an experienced Systems and Administration Officer to lead the customer service team and oversee community law enforcement and waste services support. You will guide staff, improve procedures and ensure customers receive accurate and timely assistance.

You will manage inquiries by phone, email and online, coach staff, monitor KPIs and oversee rosters, timesheets and after hours call-out service, collaborating with operational teams to resolve complex issues.

Qualifications

• Experienced customer service professional with strong leadership and coaching skills.

Responsibilities

• Lead and support a team handling customer enquiries by phone, email and online.
• Coach staff, identify training needs and maintain service standards.
• Monitor KPIs, maintain records and databases, and oversee administrative functions including rosters and timesheets.

Job description

Blacktown City Council is seeking an experienced Systems and Administration Officer to lead the customer service team and oversee community law enforcement and waste services support. You will guide staff, improve procedures and ensure customers receive accurate and timely assistance.

You will manage inquiries by phone, email and online, coach staff, monitor KPIs and oversee rosters, timesheets and after hours call-out service, collaborating with operational teams to resolve complex issues.