Customer Experience Lead

7 days ago

Sale, Australia Wellington Shire Council Full time
Overview

Join to apply for the Customer Experience Lead role at Wellington Shire Council. Permanent full-time position (Band 5) with salary $74,861–$85,591, plus 12% statutory superannuation. The role supports the smooth day-to-day operation of the Council HQ Customer Service Centre in Sale and the organisation's customer experience function.

Position No This is a Permanent Full-Time role based in Sale, Victoria.

Responsibilities
  • Provide guidance and support to the Customer Service team, fostering a culture of teamwork and cooperation.
  • Act as a referral point for escalated enquiries, ensuring issues are resolved efficiently and professionally.
  • Deliver accurate and timely information to customers and staff about Council's 100+ services.
  • Oversee cashiering functions and ensure compliance with policies and procedures.
  • Support the implementation of new initiatives and continuous improvement in service delivery.
  • Build and maintain strong relationships with internal stakeholders, community members, and government departments.
About You
  • You are customer-focused, approachable, and confident in leading by example.
  • Experience in delivering high-quality customer service and supporting a small team.
  • Strong organisational skills and the ability to manage competing priorities.
  • Proficiency in multiple IT systems, with confidence in CRM management tools.
  • Experience in cash handling and accurate data entry.
  • Excellent communication skills, both written and verbal.
  • A collaborative approach, with the ability to build positive relationships across teams and the community.

A qualification in business, customer service, or a related field (or relevant experience) is desirable, along with a current Victorian Driver's Licence.

Why join us?

Wellington Shire Council is committed to providing exceptional customer experiences and supporting the community. As Customer Experience Lead, you will have the opportunity to contribute to service improvements, support colleagues, and make a real difference every day.

Why Wellington?

We have a strong commitment to a collaborative workplace culture that offers work-life flexibility and opportunities for growth and development. We pride ourselves on a supportive workplace with great career opportunities for our employees.

We value diversity and are an Equal Opportunity Employer. Wellington Shire Council is committed to the Child Safe Standards and to climate change and sustainability initiatives.

About Wellington

Wellington Shire Council is in the Gippsland region of Victoria, Australia. The area offers beautiful environments, diverse spaces, and a community-focused lifestyle. Explore Ninety Mile Beach, the Macalister River, and the Alpine National Park, with a range of local dining and produce.

How To Apply

Click Apply Now and attach your current resume. Answer the Key Selection Criteria and tell us why you are qualified for this position. Applications close by 11:59 pm Sunday 14 September 2025.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Government Administration

Referrals increase your chances of interviewing at Wellington Shire Council. Get notified about new jobs in Sale, Victoria, Australia.


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