Service Enablement Lead

Careers at Council; Sydney; Hybrid; AUD 103,000 - 118,000; Full time

Benefits offered by this job

Gym membership

Flexible work arrangements

Job summary

Inner West Council in Sydney is seeking a Service Enablement Lead to empower our Customer Experience teams. You will oversee workforce planning, scheduling, training, quality assurance and service improvement, ensuring staff have tools, knowledge and support to deliver outstanding service daily.

You will collaborate with leaders and frontline teams to create a flexible, highly capable workforce, optimise resources across channels and continuously enhance the customer experience.

Qualifications

• Qualified in business, training, customer service, workforce planning or related discipline, or equivalent experience.
• Experience in workforce scheduling, rostering or planning in a customer service or contact centre environment.
• Experience coordinating training, capability development or quality assurance activities using workforce planning and CRM systems.
• Strong understanding of customer service operations and service quality principles.
• Ability to analyse operational data, workload trends and service demand to drive improvements.

Responsibilities

• Lead Service Enablement for the Customer Experience teams including workforce planning, scheduling, training, QA and service improvement.
• Build a flexible, capable workforce that adapts to changing customer needs and coordinates resources across channels.
• Collaborate with leaders and frontline teams to continuously enhance the customer experience.

Skills

Workforce scheduling

Training coordination

Quality assurance

Stakeholder engagement

Data analysis

Education

Relevant business/training/customer service qualification

Tools

CRM & telephony systems

Reporting tools

Job description

Inner West Council (IWC) is among Sydney’s larger local metropolitan local government councils looking after a community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable, and diverse suburbs. As we continue to deliver quality, innovative, and inclusive programs and services, we invite you to join in on our journey towards becoming the best council for our community.

The community is at the heart of IWC, and our values of Integrity,Respect,Innovation,CompassionandCollaborationare at the centre of everything that we do.

We offer flexible career life balance with hours that allow you to relax and recharge.We offer a variety of flexible work arrangement options(e.g. flexible hours and working from home) where appropriate giving you even greater quality of work life balance.

Permanent employees benefit from our great valuegym membership from $18.65/weekgiving access to a vast network of gyms in Sydney.

About the role

As ourService Enablement Lead, you'll be the driving force that empowers our Customer Experience teams to thrive. From workforce planning and scheduling to training, quality assurance and service improvement, you'll ensure our people have the tools, knowledge and support they need to deliver outstanding service every day.

Working closely with leaders and frontline teams, you'll build a flexible, highly capable workforce that can adapt to changing customer needs, optimise resources across multiple channels, and continuously improve the customer experience.

Remuneration

$103,079.60 - $117,841.36 p.a. + 12% Superannuation

Some of the required skills, experience and qualifications

• Relevant qualifications in business, training, customer service, workforce planning, operational management or a related discipline, or equivalent experience.
• Demonstrated experience in workforce scheduling, rostering or workforce planning within a customer service, contact centre or service delivery environment.
• Experience coordinating training, capability development or quality assurance activities with using workforce planning, CRM, telephony, reporting or customer service systems.
• Strong understanding of customer service operations and service quality principles, strong organisational and planning skills with the ability to manage competing priorities.
• Demonstrated ability to analyse operational data, workload trends and service demand with ability to identify and implement process improvements.
• Excellent communication, facilitation and stakeholder engagement skills.

Enquiries

Alice Sawyer, Senior Manager Customer Experience & Service Transformation (Acting) on 9392 5011

Closing Date

Sunday 25 October 2026, 11:30PM

Eligibility for employment/Pre employment Checks

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks as required for the position. This may include police records checks, certified copies of relevant qualifications, Driver’s Licence and proof of work rights in Australia (please refer to the Position Description for the specific qualifications/requirements for the role). Copies of any sighted documents will be kept by IWC for its records as proof of verification.

For more information about work rights in Australia please visit theDepartment of Home Affairswebsite.

Inner West Council is proud to be an inclusive and equitable employer

We welcome applicants from all backgrounds and experiences and are committed to reflecting the diversity of our community. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disability, culturally and linguistically diverse communities, LGBTQ+ people, veterans, young people, and mature age workers.

This commitment to diversity and inclusion is one of the many reasons we were named the 2023 AR Bluett Award Winner as the most progressive council in NSW. We’re also proud recipients of the 2023 Australian Business Awards Employer of Choice and the 2025 NSW Local Government Excellence Award for Organisational Diversity and Inclusion.

Reasonable Adjustment Assistance

IWC are intent on respecting the rights and improving opportunities for people with disability.