Multisite Customer Experience Leader

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

Benefits offered by this job

Flexible working arrangements

Training and professional development

Health and Wellbeing Programs

Fitness Passport Program

Employee Assistance Program

Job summary

Cumberland City Council is seeking a Customer Experience team lead to drive high-quality, end-to-end service across multiple sites. You will oversee frontline channels and foster a customer-centric culture while ensuring service standards are upheld.

The role requires extensive leadership experience, strong communication, and a proactive approach to change initiatives. Willingness to travel between Merrylands, Wentworthville, Berala, Greystanes and Auburn offices is expected.

Qualifications

• Relevant tertiary qualifications or demonstrated extensive related experience.
• Proven experience in leading a high performing team and driving customer outcomes.
• Strong communication, problem-solving and change-management skills.

Responsibilities

• Oversee seamless customer experiences across call centres, front counters and service centres.
• Lead a team to deliver high-quality, end-to-end customer service.
• Promote a customer-centric culture and uphold high service standards.
• Monitor workloads and adapt to evolving priorities across sites.
• Engage in change initiatives to improve the end-user experience.

Skills

Team leadership

Customer experience

Change management

Communication skills

Problem solving

Time management

Report writing

Conflict resolution

Staff training

Roster management

Education

Relevant tertiary qualifications

Tools

CRM system

Job description

Cumberland City Council is seeking a Customer Experience team lead to drive high-quality, end-to-end service across multiple sites. You will oversee frontline channels and foster a customer-centric culture while ensuring service standards are upheld.

The role requires extensive leadership experience, strong communication, and a proactive approach to change initiatives. Willingness to travel between Merrylands, Wentworthville, Berala, Greystanes and Auburn offices is expected.