Customer Experience Manager
7 days ago
The City of Parramatta is undergoing a period of unprecedented growth and transformation, and we are seeking a dedicated Customer Advocate to lead the charge in redefining customer service excellence.
In this pivotal role, you will enhance our customer service experience by streamlining the complaints handling process, ensuring swift and fair resolutions, and identifying areas for continuous improvement.
Key Responsibilities- Complaints Management: Oversee and enhance the complaints management process, ensuring resolutions are achieved promptly and fairly while identifying opportunities for continuous improvement.
- Staff Support: Support staff in effectively managing and resolving complaints, providing timely and professional guidance.
- Customer Feedback: Regularly monitor customer feedback and service requests to identify patterns and areas for improvement, taking appropriate action to enhance service delivery.
- Cross-Functional Collaboration: Participate in cross-functional working groups to integrate customer needs into major projects and changes, developing supportive materials for customer service teams.
- Process Improvement: Work across the organisation to embed improved processes and a customer-centric approach, collaborating with stakeholders to create customer experience modules for new staff.
- Strategic Advice: Provide strategic advice to Executive Leadership, staff, and customers, ensuring alignment with organisational goals.
- Continuous Improvement: Promote continuous improvement and innovation in practices, technology, and procedures to better serve the customer base in line with organisational values.
- Risk Management: Build performance metrics and mechanisms to identify risks early and implement effective mitigation strategies.
- Stakeholder Engagement: Maintain strong relationships with external partners, including community organisations, contractors, and government authorities.
We are seeking an accomplished leader with:
- A relevant tertiary qualification in communication, engagement, or a related field.
- Over 7 years of relevant industry experience in customer service and complaints management, with a proven track record of achieving strategic objectives, preferably in a government or services environment.
- More than 5 years of demonstrated experience in leading diverse, multidisciplinary teams or working within large, complex organisational structures.
- Strong communication, relationship-building, and influencing skills, with the ability to handle sensitive and complex issues effectively.
- Advanced problem-solving and decision-making abilities, with experience in managing risks and resolving conflicts.
- A well-developed analytical approach to interpreting data and communicating insights.
- Extensive experience in change management, particularly within a complex stakeholder environment.
- High-level skills in conflict resolution and a solid understanding of risk management.
We are offering an attractive remuneration package, including a range of flexible work arrangements, excellent employee benefits, and opportunities for learning and development.
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