Waste Services: Customer Experience & 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

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.