Systems & Admin Lead - City Services

Careers at Council; Blacktown; On-site; AUD 88,000 - 96,000; Full time

Benefits offered by this job

Flexitime

12% superannuation

Competitive leave entitlements

Ongoing training and development

Fitness Passport

Social clubs

Wellbeing programs

Job summary

Blacktown City Council is seeking a Systems and Administration Officer to lead the customer enquiries team across phone, email and online channels. You will guide staff, improve processes and ensure timely, accurate assistance to residents.

You will monitor KPIs, maintain records and databases, oversee rosters and timesheets, and handle complex enquiries in collaboration with operational teams to resolve issues efficiently.

Qualifications

• Experienced customer service professional with leadership experience.
• Ability to coach staff and identify training needs.
• Proven ability to maintain service standards and monitor KPIs.

Responsibilities

• Lead the support team handling customer enquiries by phone, email and online.
• Coach staff, identify training needs and maintain service standards.
• Monitor KPIs, maintain records and databases, and oversee rosters and timesheets.
• Manage after-hours call out service and respond to complex enquiries and complaints.
• Collaborate with operational teams to resolve issues efficiently.

Skills

People leadership

Customer service

Coaching staff

Process improvement

Team management

KPI monitoring

Record keeping

Communication

Job description

Blacktown City Council is seeking a Systems and Administration Officer to lead the customer enquiries team across phone, email and online channels. You will guide staff, improve processes and ensure timely, accurate assistance to residents.

You will monitor KPIs, maintain records and databases, oversee rosters and timesheets, and handle complex enquiries in collaboration with operational teams to resolve issues efficiently.