Service Enablement Lead

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

Benefits offered by this job

Gym membership from $18.65/week

Job summary

Inner West Council invites applications for the role of Service Enablement Lead. You will empower Customer Experience teams with workforce planning, scheduling, training, quality assurance, and service improvements to deliver outstanding service daily.

Working with leaders and frontline staff, you will build a flexible workforce, optimise multi-channel resources, and continually enhance customer experiences. Demonstrated collaboration and data-driven decision making are essential.

Qualifications

• Qualifications in business, training, customer service or workforce planning, or equivalent experience.
• Experience in workforce scheduling, rostering or planning in a contact centre or service delivery environment.
• Experience coordinating training with workforce planning, CRM, telephony, reporting or customer service systems.
• Strong understanding of customer service operations and service quality principles.
• Ability to analyse operational data, workload trends and service demand.
• Excellent communication, facilitation and stakeholder engagement skills.

Responsibilities

• Drive workforce planning and scheduling, plus training, quality assurance and service improvement.
• Collaborate with leaders and frontline teams to build a flexible, capable workforce.
• Optimise resources across multiple channels and continuously improve the customer experience.

Skills

Workforce planning

Communication skills

Stakeholder engagement

Training coordination

Data analysis

Process improvement

CRM systems knowledge

Organisational skills

Education

Relevant qualifications in business/training/customer service or related discipline

Tools

CRM systems

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 ofIntegrity,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/week giving access to a vast network of gyms in Sydney.

About the role

As our Service 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.

Pleaseread thePosition Descriptionto familiarise yourself with all the requirements and conditions of the role.

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