Remote-Ready Customer Experience Team Lead

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

Benefits offered by this job

Flexible working arrangements

Training and professional development

Annual leave and personal leave

Long Service Leave

Health insurance discounts

Wellbeing programs

Fitness Passport Program

Job summary

Cumberland City Council seeks a Customer Experience Team Leader to oversee a high-performing, multi-site team across call centres, front counters and service centres. You will drive a customer-centric culture, manage complex enquiries, and lead continuous improvements in service delivery.

The role requires relevant qualifications or equivalent experience, proven leadership, and strong communication skills to deliver outstanding customer outcomes across channels.

Qualifications

• Relevant tertiary qualifications or demonstrated extensive related experience.
• Proven experience in leading a high performing team and empowering staff to reach potential.
• Strong decision-making skills in complex environments.
• Proactive problem-solving and solution implementation.
• Ability to manage change and evolving business needs.
• Commitment to continuous learning and development.
• Proven experience delivering excellent customer experience across contact channels.
• Strong written and oral communication, including reports and correspondence.
• Experience administering a Customer Relationship Management System.
• Experience implementing customer experience initiatives and service improvements.

Responsibilities

• Lead a team across multiple Council sites and touchpoints to ensure high-quality end-to-end customer experiences.
• Oversee customer interactions, maintain a customer-centric culture, and uphold service standards.
• Prepare reports, submissions and correspondence for stakeholders.
• Coordinate across rosters and travel requirements to support staff across locations.
• Monitor workloads, identify issues and recommend changes to improve service delivery.

Skills

Team leadership

Customer experience

Decision making

Problem solving

Change management

Written and verbal communications

Report writing

CRM systems

Education

Relevant tertiary qualifications

Tools

CRM system

Job description

Cumberland City Council seeks a Customer Experience Team Leader to oversee a high-performing, multi-site team across call centres, front counters and service centres. You will drive a customer-centric culture, manage complex enquiries, and lead continuous improvements in service delivery.

The role requires relevant qualifications or equivalent experience, proven leadership, and strong communication skills to deliver outstanding customer outcomes across channels.