drjobs Customer Experience Team Leader

Customer Experience Team Leader

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1 Vacancy
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Job Location drjobs

Broadmeadows - Australia

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

  • Permanent Full time X 2 Positions
  • $97099 per annum plus Superannuation 
  • Join the Customer Experience team 

Hume City Council is one of Australias fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do ensuring our services are efficient and accessible. 

As a Team Leader youll lead a frontline team dedicated to first-contact resolution across a wide range of council services. Youll coach and mentor staff to deliver service excellence foster a collaborative and inclusive team culture and drive continuous improvement through agile cross-functional initiatives 

What youll be doing: 

  • Lead and support Customer Service Officers across multiple service channels and locations. 
  • Manage daily operations including call centre and front counter services ensuring KPIs and SLAs are met. 
  • Provide quality coaching focused on customer interaction effectiveness. 
  • Mentor team members to help them achieve their career goals. 
  • Collaborate on service planning and improvement initiatives. 
  • Maintain internal training programs and the Customer Service Knowledge Base. 
  • Act as the first point of escalation for customer complaints and complex service requests. 
  • Participate in emergency management responsibilities including acting as Area or Chief Warden. 

The skills and experience youll bring to the role: 

  • Experience leading customer service teams and delivering high-quality service across multiple channels. 
  • Strong communication and interpersonal skills with a focus on inclusion and collaboration. 
  • Ability to coach and develop staff with a focus on interaction quality and mentoring for career growth. 
  • Experience in agile project environments and/or continuous improvement initiatives. 
  • Understanding of customer service metrics and performance indicators. 
  • Ability to contribute to training and knowledge base development. 
  • Demonstrated commitment to learning and service excellence. 

Why Hume City Council 

A leader in local government were committed to creating an inclusive and collaborative work environment that is guided by our values:  

Were better every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.  

Were in it together: At Hume everyone matters. We Welcome and include all. Respect and safety are expected.  

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.  

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.  

We offer a competitive salary package professional development opportunities and a supportive work environment.  

A child safe organisation and an equal opportunity employer. Council encourages people of all ages people with disability Aboriginal and Torres Strait Islander people LGBTIQA people and people from culturally diverse backgrounds to apply. 

All candidates will be required to undertake background and probity checks including Reference Checks Working with Children Check and a Criminal Record Check.  


Additional Information :

Position Description


Remote Work :

No


Employment Type :

Full-time

Employment Type

Full-time

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