Customer Experience Team Lead

This is a unique opportunity to drive customer service excellence in a dynamic organisation. As the Team Lead - Customer Experience, you will be responsible for developing and implementing strategies that create value for the organisation and deliver meaningful experiences for our community.

You will lead cross-functional teams to ensure seamless, easy, and impactful customer interactions across various channels. With a strong focus on continuous improvement, innovation, and collaboration, you'll develop and implement initiatives to optimise service delivery, introduce self-service tools, and contribute to the development of a new CRM system.

The ideal candidate will be a proven leader with a passion for public service, a deep understanding of local government operations, and a commitment to excellence in customer experience.

Key Responsibilities:

• Developing and implementing a clear and compelling vision for the Customer Service team, aligning strategic goals with departmental operations and providing strong leadership to foster a high-performing, customer-focused culture.
• Leading and motivating the Customer Service team, including providing strategic direction and day-to-day guidance and support to team members on specialist techniques, problem-solving, and prioritisation.
• Overseeing day-to-day operations and workplans, ensuring delivery of high-quality services through effective team management, resource allocation, and performance tracking.
• Championing a customer-first approach by leading initiatives that enhance service delivery, optimise service channels, and improve the customer journey across digital and traditional platforms.
• Leading, coaching, and supporting a team of leaders and professionals to build capability, promote accountability, and encourage continuous learning and development.
• Assisting in implementing customer experience improvements from the Customer Strategy Action Plan. Recognising opportunities for better service delivery across different channels and methods to optimise the customer experience.

About You:

To be successful in this role, you will have a tertiary qualification in Commerce/Business and significant professional experience in Customer Service in a comparable organisation.

The ideal candidate will possess the following skills and experience:

• Demonstrated senior leadership experience with a proven ability to lead and inspire high-performing teams.
• Strong people management skills, with the ability to support, influence, and build a positive, accountable team culture.
• Well-developed stakeholder engagement and negotiation skills, including the ability to influence outcomes and build effective partnerships.
• Demonstrated success in leading teams through change, fostering collaboration, and maintaining stakeholder confidence throughout transformation initiatives.
• Proven experience in business planning, budget management, resource allocation, and delivering against strategic goals and KPIs.
• Project management experience, with the capability to lead small to medium-sized initiatives to completion on time and within budget.
• Knowledge and expertise relevant to the customer service function, including systems, process improvement, and service delivery optimisation.

Child Safety Responsibilities:

Our organisation is committed to being a child-safe environment and has zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments.

Diversity and Inclusion:

Our organisation is dedicated to building a diverse and inclusive team. We strive to create a workplace where everyone feels valued, respected, and supported. If you're passionate about public service and want to make a difference, join us in shaping the future of our community.