Service Lead Customer Experience

The City of Cockburn; City Of Cockburn; On-site; AUD 115,000 - 122,000; Full time

Benefits offered by this job

Flexible work options

Super up to 16% + employee perks

Free gym membership and wellness

Job summary

The City of Cockburn is seeking a Service Lead - Customer Experience to drive service delivery across front counter, contact centre, digital and after-hours channels. You will lead the Customer Experience team, manage feedback and complaints, and use insights and technology to improve outcomes.

Based in Western Australia, the role offers a pathway to enhancing customer journeys with Genesys, alongside flexible work options and a strong benefits package.

Qualifications

• Experienced customer service leader with strong contact centre background.
• Analytical and problem-solving skills with data-driven approach.
• Experience with contact centre technologies such as Genesys.

Responsibilities

• Lead delivery of customer service across front counter, contact centre, digital and after-hours channels.
• Ensure high standard of service delivery and manage customer feedback/complaints.
• Drive continuous improvement using customer insights, data and technology.
• Provide leadership to the Customer Experience team and oversee initiatives.

Skills

Customer service leadership

Contact centre operations

Analytical thinking

Data-driven decisions

People leadership

Communication skills

Tools

Genesys

Job description

Corporate and System Services Directorate | Customer Service / Contact Centre / Call Centre, Communications

• An opportunity to drive transformation
• Flexible work options, super up to 16% + employeeperks
• Free Cockburn ARC gym membership and wellnessprograms

AboutUs

The City of Cockburn iscentrally located in the southern suburbs of Perth, on Whadjukcountry. We’re a place of experiences, just 20 minutes’ from Perthcity, with everything from pristine beaches and wetlands to themeparks and world-class recreation facilities.

At the City of Cockburn,we’re more than just a local government – we’re a vibrant,forward-thinking organisation that puts our people first. Our teamis united by a shared desire to make an impact by helping toachieve our vision - Cockburn, the best place to be.

About theRole

TheService Lead - Customer Experience leads the delivery ofcustomer service across the City's front counter, contactcentre, digital, and after-hours channels. The role isresponsible for ensuring a high standard of service delivery,managing customer feedback and complaints, and drivingcontinuous improvement through the effective use of customerinsights, operational data, and technology.

A keyfocus of the position is enhancing the customer experience byidentifying trends, improving processes, and leveraging contactcentre technologies, including Genesys, to optimise serviceperformance and outcomes. The role also provides leadership tothe Customer Experience team, oversees customer serviceinitiatives, and contributes to the achievement oforganisational objectives.

AboutYou

You arean experienced customer service leader with a strong backgroundin contact centre operations and a passion for deliveringexceptional customer experiences. You have well-developedanalytical and problem-solving skills and can confidently usecustomer and operational data to identify trends, improveperformance, and drive continuous improvement.

You bringexperience with contact centre technologies such as Genesys,strong people leadership skills, and the ability to build andmotivate high-performing teams. Your communication skills,customer focus, and commitment to service excellence enable youto achieve positive outcomes for customers, employees, and theorganisation.

Salary andBenefits: Starting from Level 7 Step 1 - Step 4 ($115,300 - $122,437) ofthe Ci ty of Cockburn Industrial Agreement 2025, based onqualifications and experience.

To be eligible for this roleyou must be legally permitted to work in Australia on a full-timepermanent basis. All applicants are required to undergo apre-employment process which includes a fitness for workassessment, alcohol and drug screening, qualification/licencechecks and a Nationally Coordinated Criminal HistoryCheck.

ClosingDate: Monday 21 September 2026 at 5pm. The City ofCockburn reserves the right to commence shortlisting and close theadvertising period early. We are currently not acceptingapplications from agencies.

We value equal opportunitiesfor all which is why the City of Cockburn strongly encouragescandidates from diverse backgrounds to apply. Every applicant isvalued here.

City of Cockburn
Whadjuk Boodjar
9 Coleville Crescent,
Spearwood 6163

PO Box 1215, Bibra Lake DC ,
Western Australia, 6965

Office opening hours:

8.30am to 4.30pm
Monday to Friday (excluding public holidays)

The City of Cockburn acknowledges the Nyungar people of Beeliar Boodjar. Long ago, now and in the future they care for Country.
We acknowledge a continuing connection to Land, Waters and Culture and pay our respects to Elders, past and present.