Waste Customer Service and Innovation Lead

City of Port Phillip; Melbourne; On-site; AUD 134,000 - 150,000; Full time

Job summary

City of Port Phillip is seeking a Waste Customer Service and Innovation Lead to drive customer experience and innovation in Waste Services. The role leads a high-performing team and partners with operations to deliver better community outcomes.

The position reports to the Head of Waste Operations and requires strong leadership, strategic thinking, and a focus on continuous improvement within a busy council environment.

Qualifications

• Leadership experience in customer service or service delivery.
• Proven ability to manage complex customer and stakeholder matters.
• Experience driving innovation and continuous improvement.
• Strong strategic, analytical and problem-solving skills.
• Relevant tertiary qualification in a related discipline.

Responsibilities

• Lead customer service, communications and business support functions across Waste Services.
• Drive service improvements through innovation and continuous improvement.
• Manage complex customer issues and stakeholder relationships.
• Deliver projects that enhance customer and community outcomes.
• Lead and develop a high-performing customer service and innovation team.

Skills

Leadership experience

Customer service management

Innovation and improvement

Strategic and analytical thinking

Tertiary qualification

Education

Tertiary qualification in related discipline

Job description

Waste Customer Service and Innovation Lead

City of Port Phillip – South Melbourne VIC

Waste Customer Service and Innovation Lead

Salary Range Band 8 $134,011 to $150,181 plus 12% Super

Lead customer experience and innovation across Waste Services

Permanent Full-Time leadership opportunity based City of Port Phillip Operations Centre

About the Organisation

The City of Port Phillip is an inner-city council with around 1000 employees who deliver more than 100 programs and services to our residents, businesses and visitors. These range from childcare and immunisations, to libraries, management of parks and open space, rubbish collection, road maintenance and more. City of Port Phillip has zero tolerance for child abuse and is a committed Child Safe organisation.

About the Role

Lead a high-performing team responsible for customer service, communications and continuous improvement across Waste Services.

Work closely with operational teams, contractors and stakeholders to solve complex problems, improve services and deliver better outcomes for our community.

Reporting to the Head of Waste Operations, you will provide leadership across customer experience, business improvement and service support functions while fostering a culture of innovation, accountability and collaboration.

This is an exciting opportunity to influence how one of Council's most visible services responds to community needs, improves performance and delivers exceptional customer outcomes.

Duties

• Lead customer service, communications and business support functions.
• Improve service performance through innovation and continuous improvement.
• Manage complex customer issues and stakeholder relationships.
• Deliver projects that enhance customer and community outcomes.
• Lead and develop a high-performing customer service and innovation team.

Skills and Experience

• Demonstrated leadership experience in customer service, business improvement or service delivery.
• Strong experience managing complex customer and stakeholder matters.
• Proven ability to drive innovation and continuous improvement.
• Highly developed strategic, analytical and problem-solving skills.
• Relevant tertiary qualification in a related discipline.

Culture

People enjoy working at the City of Port Phillip because we are a welcoming, healthy and inclusive workplace. We offer a vibrant and diverse work environment where our employees can develop both professionally and personally whilst planning and delivering a range of important services and programs to the community.

We offer a workplace that accommodates your working style and needs.

Be supported and empowered by a leadership team that is community-focused, with a strong desire for change and a culture that encourages teamwork and innovation.

Training and development opportunities, study assistance, flexible working conditions, paid parental leave, an active social club, a health and wellbeing program with access to fitness gyms, pools and facilities, and a well-regarded Employee Assistance Program (EAP).

Security Requirements and Professional Obligations

Pre-employment screening will apply to all appointments.

Prior to a formal letter of offer, preferred applicants will be asked to provide:

Evidence of mandatory qualifications/registrations/licences,

Sufficient proof of their right to work in Australia, and

Sufficient proof of their identity.

Complete a National Police Check completed via City of Port Phillip’s Provider.

Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation).

The City of Port Phillip is an equal opportunity employer, committed to an inclusive and accessible environment where diversity is valued. We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability.