Customer Service Operations Team Leader
2 weeks ago
Are you a dynamic Team Leader passionate about delivering exceptional customer service? Do you thrive in managing and inspiring a team to achieve excellence in every interaction? Our council is seeking a Customer Service Operations Team Leader to oversee our dedicated Customer Service Officers.
This role is pivotal in managing our day-to-day customer service operations across various channels, ensuring a professional, accurate, and customer-focused service.
-Salary $91,204 per annum + 11% Superannuation:
Fulltime but Part Time may be considered:
Great leadership opportunity to grow your career:
Supportive leaders and opportunity for professional development
To stay ahead of the evolving changes and needs of the community, the organisation is undertaking an exciting transformation journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times.
The five pillars of our transformation focus on:
- Excellent Customer Experience and Service Delivery
- Great Organisational Culture
- Innovation and Continuous Improvement
- Good Governance and Integrity Long Term Financial Sustainability
The role:We're on the lookout for a Customer Service Operations Team Leader to oversee our Customer Service Officers, ensuring our community receives top-notch service across multiple channels. This vital role involves supervising day-to-day operations, spearheading service improvement initiatives, and coaching a team dedicated to excellence. You'll collaborate closely with various teams to enhance our service delivery, manage essential systems, and uphold our budgetary commitments. Critical to this role is the embodiment of our council's shared values, promoting a culture where diversity is celebrated, and every individual is valued.
About you:
You are a dynamic leader with a background in customer service or business management, boasting extensive experience in high-volume omni channel environments.
You stand out for your:
- Exceptional communication skills.
- Commitment to continuous improvement and innovation.
- Adaptability to meet the changing needs of the service and community.
- Desire to work within a framework of shared values and behaviours.
Experience in local government, and familiarity with specific industry systems like Pathway, while not essential, will be considered an asset.
In return, we will offer:
The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.
Great working conditions - a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.
An extensive Health and Wellbeing offering - Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.
Transformation:
- We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement.
Further Information:
Further information is available from Mel Thompson on Applications close Monday, 15 April 2024.
How to Apply:
_Download the Position Description:
_
Customer Service Team Leader
- City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all. _
- Whitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.
ABOUT US
The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people.
Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure faciliti-
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