Customer Experience Team Leader
Customer Experience Team Leader
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About the role
Are you ready to lead a vibrant fun and high-performing team dedicated to top-notch customer service In the Penrith Council Customer Experience team were all about making every interaction count. Join us as one of three dynamic Team Leaders spearheading a customer-facing team that handles high volumes of inbound calls within our customer contact centre. Welcome our in-person customers at our Penrith and St Marys Service desks as well as handling digital enquiries through our online Customer Connect portal.
Imagine being part of a team that thrives on innovation and data-driven insights. We leverage the latest technology to continuously improve our services. And were not just about workwere about creating a fun supportive environment where everyone feels valued and heard. With regular team-building activities and a strong focus on health and well-being we ensure our team stays connected and motivated.
About you
Can lead and inspire a team to deliver exceptional customer service.
Is adept at using data and technology to identify and drive service improvements.
Will foster a positive and supportive work environment that empowers team members to make decisions for the team business and customers.
Can collaborate effectively with the Customer Capability Coach to boost team skillsas well as work together to manage any performance development and or improvement programs.
Works seamlessly with other leaders to achieve shared departmental goals through the sharing of knowledge workload training and planning.
Is skilled at monitoring and analysing performance metrics to ensure continuous improvement.
Actively promotes health and wellbeing activities through organising and participating in our Connecting Customer Experience Program to keep the team energised and cohesive.
How to Apply
In addition to a cover letter and resume applicants are required to submit comprehensive responses to theselection criteria (listed below) as a part of their initialapplication. Applicants who do not meet the essential criteria will not be considered.
Completed applications must be received by 11.55 pm on the closing date.Please allow 4 weeks from the closing date for the processing of your application.
For further information about the position please contact David Parry Head of Customer Experience on.
Essential criteria
Essential criteria:
A tertiary qualification in Business/Management or related fields
Experience in team building and team engagement initiatives
Demonstrated ability to meet time constraints work under pressure and achieve results
Excellent interpersonal and communication skills including the ability to interact effectively with staff at all levels and build strong relationships
Ability to motivate and coach staff under your leadership to achieve KPIs and targets
Demonstrated experience leading a Customer Experience Team and using technology to augment a customer-facing service.
Experience in staff rostering to ensure coverage and an appropriate skills mix
Commencing salary:$92765 per annum plus 12% Superannuation.
You will be required to undertake employment checks which may include a Criminal History Check Qualification Check Working with Children Check Medical Declaration and/or a Functional Test as relevant to the position for which you have applied. Where a Criminal History Check is required and has returned a result that indicates disclosable court outcomes you will be required to provide a copy of the report to Penrith City Council for review to progress through the recruitment process.
About us
At Penrith City Council were passionate about people; in our community and in our workplace. We want you to be able to be your best self and we get that work is just one part of your life so were here to support you in the moments that matter. You can be confident in joining a workplace that offers truly outstanding benefits including:
- A range of flexible work arrangements
- 18 weeks of paid maternity leave
- Health and well-being leave
- 15 days of personal leave
- Significant financial and leave support for undertaking further education
- Diverse salary packaging
- Free access to all Ripples venues
- And much much more!
Customer Experience is the face of Penrith City Council. We are the first point of contact for all customers and residents. We manage queries through our front desk service and customer contact centre. Our team prides itself on being vibrant friendly helpful and professional. We offer an efficient and consistently high standard of service to our valued customers while also seeking creative solutions to ensure customer satisfaction and engagement.
Council is a Child Safe Organisation. For more information about this please see ourwebsite.
Employment Type
Full-Time
