Team Leader, Customer Experience

4 weeks ago

Broadmeadows, Australia Hume City Council Full time

We are looking for 3x _**_Team Leader, Customer Experience_**
- ** $95,195 - $102,884 per annum (Band 6) Plus Super**:

- **Full Time Temporary Position (3 years)**

**Welcome to Hume City Council**

A leader in local government and recognised for its innovation, initiative, leadership, service, quality and support for its people and the diverse communities of North-western Melbourne. We are committed to creating an inclusive and collaborative work environment that values and respects our 1800 employees, which is why we know you're going to love working with us

**The Opportunity**

**Position Objectives**
- leading the development of special projects aimed at enhancing service delivery to customers.
- They drive a culture of continuous improvement across all Customer Experience functions, promoting efficiency and excellence.
- Provide a prompt, consistent, accurate, and friendly service approach within the Customer Experience Team, ensuring that customers' needs are met effectively.
- Working collaboratively with the Leadership Team, the Customer Service Team Leader actively participates in decision-making processes to provide guidance and direction to the Customer Experience unit

In summary, the Customer Service Team Leader is a pivotal position that drives the success of the Customer Experience team. Their leadership, strategic mindset, and dedication to continuous improvement ensure the provision of exceptional customer service and contribute to the overall achievement of organizational goals.

**Qualifications and Experience**
- Substantial experience in Customer Service and Team Leadership roles with a focus quality Customer Experience, preferably within a similar industry or sector.
- In-depth knowledge of the coaching, mentoring and professional development processes in the context of a Customer Service environment.
- Proven experience improving Customer Experience through identifying and addressing gaps and opportunities for efficiency in customer service processes.
- Familiarity with customer service software, CRM systems, and contact centre technologies commonly utilised in the organisation.
- Strong organisational and time management skills, with the ability to prioritise tasks, manage competing demands, and meet deadlines while maintaining accuracy and quality.

**Why Hume?**

For further information please view the position description or contact:
**Tim Grant on 0407 55 11 89**

Council recognises the value of the diversity and strength of Aboriginal and Torres Strait Islander cultures to the heritage of all Australians. We have zero tolerance for child abuse and adhere to the Victorian Child Safe Standards and related legislation. Our people are required to observe child safe requirements and support the safety, participation, well-being, and empowerment of children.

Applications Close: 21 Aug 2023

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