Coordinator Customer Service

3 weeks ago

Werribee, Australia Wyndham City Council Full time

Promote the delivery of quality driven customer experiences at Council
- Permanent full time, Werribee based
- Salary from $121,003.33 plus super and fortnightly RDO

**We are Wyndham**, one of Australia’s fastest growing and most diverse cities.

Our people are hard at work designing the precincts, building the infrastructure, developing the policies and delivering the programs that will ensure the City is prepared to welcome over 200,000 new residents by 2040.

Shape new possibilities. Be part of something more.

**A bit about the role**
Our Customer Service team is the first point of call for our community who need support or information regarding the broad scope of services provided by Council. The team is a conduit between our customers and Council staff, connecting residents to our staff and supporting the effective delivery of council services.

The Coordinator Customer Service is responsible for the leadership and development of our customer service contact centre. You will work to foster a culture of community focus, quality services and supportive experiences for our residents.

**What you’ll deliver**
- Deliver the tactical approach to enabling organisational customer services strategy
- Provide guidance and leadership to the customer service team, creating an environment of high performance
- Research and develop best practice procedures and policy pertaining customer service, providing insights and supporting the development of our technology systems
- Implement and monitor effective service frameworks, service level targets and key performance indicators
- Manage and oversee unit budget, training, performance development and other corporate procedures

**What you’ll bring**
- Demonstrated experience in managing contact centre teams at a high standard within complex organisations
- Proven ability to provide mutually beneficial recommendations to peers and senior leaders, developing and building a strong network of collaborative relationships
- Experience developing and implementing organisational change and improvement programs
- Qualification in business or management or lesser qualification and substantial experience managing customer service contact centre teams
- A continuous improvement mindset with a positive, proactive, and flexible attitude

**Be part of something more**
Take a look at our job opportunities and you may be surprised at what you discover: a future-focused culture, a sense of purpose and possibility, and real opportunities to strengthen our diverse community. It all adds up to make Wyndham City a great place to belong.

Our people are our most valued asset. We are focused on building a culture that empowers every person to do their best work. Flexibility is built right into our DNA and we are committed to cultivating an inclusive workplace that celebrates a diverse workforce. Ask us how this role can be worked.

So, are you ready to shape new possibilities?

**What’s next?**

For a confidential discussion, please contact** Laura Taylor**, **Manager Customer Service **on** 0418 216 490**.**

Applications will be accepted until **11:59PM on Wednesday 25 January 2023**.

You will be required to provide evidence of a minimum of two doses of an Australian approved COVID-19 Vaccination prior to commencing employment with Council.

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