Team Leader Customer Experience

Careers at Council; Sydney; On-site; AUD 95,000 - 110,000; Full time

Benefits offered by this job

Flexible work from home

Training & development

Generous leave entitlements

Health & wellbeing programs

Wellness subsidies

Free aquatic centres access

Fitness Passport Program

Employee Assistance Program

Job summary

Cumberland City Council’s Customer Experience team seeks a proven leader to drive high-quality, end-to-end customer experiences. The role leads staff across Council sites, fostering a customer-centric culture and sustaining service standards while overseeing multi-channel inquiries and complex requests.

Applicants should have tertiary qualifications (or extensive related experience) and a track record of motivating teams, with strong communication and change-management skills.

Qualifications

• Relevant tertiary qualifications or extensive related experience.
• Experience leading a high-performing team and motivating staff.
• Strong decision-making in fast-paced environments.
• Proven ability to deliver high-quality customer experiences across channels.
• Excellent written and verbal communication; report writing.

Responsibilities

• Oversee end-to-end customer experiences across multiple Council sites.
• Lead a high-performing team delivering efficient service.
• Foster a customer-centric culture and uphold service standards.
• Manage diverse inquiries including development assessment and rates.
• Roaster management and travel across worksites.

Skills

Leadership

Decision-making

Problem-solving

Change management

Communication

Report writing

Conflict resolution

Time management

Stakeholder management

Education

Tertiary qualifications

Tools

CRM system

Job description

Located 20km west of Sydney on Dharug country, with a population of over 250,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another.

Our people are focused on driving community outcomes, programs and services to innovate, inspire and deliver change for the community we represent and has worked hard to fulfil its community’s vision for Cumberland as a place where anyone can feelwelcome,belongandsucceed.

ABOUT THE OPPORTUNITY

The Customer Experience team are responsible for being the first point of contact for the community and work within Council's call centres, front counters and service centres to assist the community with their enquiries.

This position leads a team dedicated to providing high-quality, efficient, and positive end-to-end experiences for internal and external customers across multiple Council sites and touchpoints, fostering a customer experience-oriented culture within the team and Council. Responsibilities include overseeing seamless customer experiences, cultivating a customer-centric culture, and upholding high service standards

The successful applicant will require:

• Relevant tertiary qualifications or demonstrated extensive related experience.


• Proven experience in leading a high performing team, including the ability to motivate, inspire, and empower team members to achieve their full potential.


• Strong decision-making skills, with the ability to make sound judgments in complex and fast-paced environments.


• Effective problem-solving abilities, with a proactive approach to addressing challenges and implementing solutions.


• Demonstrated ability to manage change and adapt to evolving business needs and priorities.


• Commitment to fostering a culture of continuous learning and development within the team.


• Proven experience in delivering excellent customer experience and exceeding customer expectations across various contact channels.


• Strong written and oral communication skills, including the preparation of reports, submissions, and correspondence


• Experience in handling general technical or complex enquiries, including development assessment and rates.


• Excellent organisational and time management abilities.


• Demonstrated conflict resolution and negotiation skills.


• Extensive experience in processing applications, production of certificates, and cashiering, including end-of-day reconciliation.


• Flexibility to work as part of a roster to lead staff and carry out duties across multiple service points.


• Ability to monitor work volumes, identify emerging issues or trends, and recommend changes.


• Experience administering a Customer Relationship Management System.


• Demonstrated experience in implementing new customer experience initiatives and service improvements to enhance the end-user experience.


• Eligibility as a Justice of the Peace.

Download the position descriptionherefor more information.

About this role:

• 1x permanent full-time position


• Working 70 hours per fortnight, with core hours between 8:00am - 4:30pm, Monday to Friday.


• Access to Council's 9 day fortnight Rostered Day Off (RDO) arrangement


• Located at Council's Merrylands, Wentworthville, Berala, Greystanes and Auburn offices, with frequent travel required across Council worksites, and may be required to work across any of Council’s work locations.

Salary information:

The salary and conditions of employment are in accordance with the NSW Local Government (State) Award.

• Grade 11 of the Cumberland Salary Structure with a salary range of $1,836.08 to $2,111.49 per week, plus 12% superannuation


• The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role

What you'll need to have for this role:

• The right to live and work in Australia


• Be able to provide information for pre-employment checks required for the position, including attending a physical pre-employment medical examination as required


• Participate in health monitoring as outlined in the risk assessment for this position and Council’s Health Monitoring Procedure, as required.

WHAT WE CAN OFFER

• We promote work-life balance and offer flexible working arrangements including working from home opportunities or up to an additional five (5) days' leave for front-facing roles that are unable to access working from home arrangements


• Training and professional development opportunities available to develop skills and grow your career


• Leave entitlements including annual leave,10 days personal leave and up to five (5) days of MyLeave per year, parental leave entitlements and access to Long Service Leave after five (5) years (where applicable)


• Three (3) additional grant days of paid leave over Christmas (where applicable)


• Health and Wellbeing Programs to support our staff by providing access to online professional learning, paid leave to undertake annual skin checks, COVID-19 vaccinations and to donate blood


• Subsidies to assist with the cost of wellness and fitness activities


• Free access to Council owned and managed Aquatic Centres


• Access to Council's Fitness Passport Program and Employee Assistance Program (EAP).

ABOUT US

Council adheres to the principles of a child safe organisation and is committed to the safety and wellbeing of all children and young people, and fully supports the aims and objectives of NSW Child Protection Legislation, and associated provisions. Council will implement all necessary measures to ensure a safe and supportive environment, which endeavours to promote child protection practices. It is essential for applicants to submit their WWCC number with their application, if required, and it is an offence under NSW legislation for barred workers to apply for or otherwise attempt to obtain, undertake or remain in child-related employment.

Cumberland City Council is committed to building a diverse and inclusive workplace, reflective of the community it represents. Council welcomes and encourages applicants from diverse backgrounds to apply for our roles, and is committed to providing an accessible and safe workplace for our staff through making reasonable adjustments. If you have any accessibility or support requirements throughout the recruitment process, please contact the hiring manager during the application process.

ENQUIRIES

ContactYesim Ibrahim, Coordinator Customer Experience on8757 9300 or***************@cumberland.nsw.gov.au for further information.