Systems & Administration Lead - Customer Service

Apply Now; Blacktown; On-site; AUD 75,000 - 101,000; Full time

Benefits offered by this job

Flextime

12% Superannuation

Competitive leave entitlements

Ongoing training and development

Fitness Passport

Social clubs

Wellbeing programs

Job summary

Blacktown City Council is seeking an experienced Systems and Administration Officer to lead a support team delivering efficient customer service across community law enforcement and waste services. You will guide team performance, streamline processes and ensure accurate, timely assistance to residents.

In this permanent full-time role, you'll monitor KPIs, maintain records, oversee rosters and after-hours call out, and collaborate with operations to resolve complex enquiries and complaints,

Qualifications

• Experience leading customer service teams and achieving service standards.
• Ability to coach staff, identify training needs and monitor KPIs.
• Strong communication skills and ability to manage competing priorities.

Responsibilities

• Lead the customer enquiries team by phone, email and online, ensuring timely responses.
• Coach staff, identify training needs and maintain service standards across the team.
• Monitor KPIs, maintain records/databases, and update procedures.
• Oversee rosters, timesheets and after-hours call out service.
• Respond to complex enquiries and complaints and work with operations to resolve issues.
• Support staff performance and contribute to safer, cleaner neighbourhood outcomes.

Skills

Team leadership

Customer service

Process improvement

Coaching

Communication

Job description

Blacktown City Council is seeking an experienced Systems and Administration Officer to lead a support team delivering efficient customer service across community law enforcement and waste services. You will guide team performance, streamline processes and ensure accurate, timely assistance to residents.

In this permanent full-time role, you'll monitor KPIs, maintain records, oversee rosters and after-hours call out, and collaborate with operations to resolve complex enquiries and complaints,