Customer Experience Team Leader

1 week ago

Blacktown, New South Wales, Australia Blacktown City Council Full time
Blacktown City Council: We are a growing and thriving city, located halfway between Sydney City and the Blue Mountains. With 435,000 residents, we are the largest and most diverse city in NSW, spread across 54 suburbs.

We are vibrant, dynamic and multicultural, home to a large First Nations community, and more than 180 different birthplaces and languages. Our regional economy is $22.6 billion strong, with 30,000 businesses calling Blacktown City home.

This presents exciting professional opportunities for our residents and businesses. We are leading the transformation of Blacktown City and Western Sydney by implementing a vision for a modern city, full of opportunity. Our Council is led by highly skilled and experienced professionals, working with talented and passionate teams across a diverse range of business units.

We deliver high-quality, customer-focused services, experiences, and facilities, and lead a program of strategic planning, activity, and investment. At Blacktown City Council, we strive to be an inclusive workplace for all people. We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, veterans, and people with disabilities.

We are launching a brand-new food & garden waste service and require an experienced Senior Customer Service Officer to lead our new Customer Experience Team on a 12-month, fixed-term contract. As this team leader, you will manage day-to-day operations, drive performance, and deliver exceptional service to the community. Your leadership will foster a culture of excellence and continuous improvement.

You will engage with the community, provide clear and helpful information about the new waste service, and address any questions or concerns. You will handle escalated inquiries, coach your team on best practice customer interaction techniques, and motivate them to make a tangible impact. This role requires a results-driven, customer-focused leader who can take their career to the next level.

Requirements
• A Certificate IV in Business Administration, Customer Service, or a related field
• Solid relevant work experience
• Excellent written and oral communication skills and the ability to coach in a team environment
• Demonstrated ability to work in and contribute to a team environment whilst working with minimal supervision
• Demonstrated customer service experience in a high-volume/transaction business

Desirable Skills
• Demonstrated knowledge of local government activities and responsibilities
• Experience in Technology One, TRIM, and Microsoft applications
• Demonstrated ability to manage multiple tasks, meet diverse business priorities, and work under pressure to tight deadlines
• Demonstrated ability to manage a busy and ever-changing workload

Remuneration and Benefits
The salary for this position starts at $81,732 per annum, based on a 35-hour working week. We offer a range of benefits, including flexible working arrangements, employee benefits, and social clubs. Blacktown City Council is committed to safety and has introduced alcohol and other drug testing at the pre-employment phase.

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