Service Enablement Lead - Flexible Hours & CX Excellence

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

Benefits offered by this job

Gym membership from $18.65/week

Flexible work arrangement options

Job summary

Inner West Council in Sydney seeks a Service Enablement Lead to empower our Customer Experience teams, covering workforce planning, scheduling, training and quality assurance to ensure outstanding service daily.

You will work with leaders to build a flexible, capable workforce across channels, optimise resources and drive continuous customer experience improvements. Read the Position Description for full requirements.

Qualifications

• Relevant qualifications in business, training, customer service, or workforce planning.
• Experience in workforce scheduling or rostering in a service delivery environment.
• Experience coordinating training and quality assurance using CRM/telephony/reporting systems.
• Strong understanding of customer service operations and service quality.
• Ability to analyse operational data and identify process improvements.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Lead workforce planning, scheduling and rostering to support a multi-channel service.
• Coordinate training and capability development across teams.
• Drive quality assurance and service improvement initiatives.
• Partner with leaders to optimise resources and respond to changing customer needs.

Skills

Workforce planning

Scheduling

Training

Quality assurance

Data analysis

Stakeholder engagement

Communication

Education

Relevant degree or equivalent experience

Tools

CRM

Telephony systems

Reporting tools

Workforce management software

Job description

Inner West Council in Sydney seeks a Service Enablement Lead to empower our Customer Experience teams, covering workforce planning, scheduling, training and quality assurance to ensure outstanding service daily.

You will work with leaders to build a flexible, capable workforce across channels, optimise resources and drive continuous customer experience improvements. Read the Position Description for full requirements.