Customer Service Operations Manager

1 week ago


Melbourne, Victoria, Australia Charterhouse Full time
Job Description:

A 2-month Customer Service Team Leader opportunity to work for a large council in the northern suburbs.

Key Responsibilities:
  • Implement and promote Council's Strategy, advocating for customer excellence within the team and organisation.
  • Advise on best practice customer service standards and processes.
  • Develop and implement Service Level Agreements with Council departments.
  • Monitor and review customer support services, ensuring continuous improvement.
  • Contribute to the Council Plan, providing insights on customer service priorities.
Operations:
  • Review and develop customer service and civic facility policies and procedures.
  • Resolve complex operational issues and customer complaints.
  • Integrate new systems and technologies to improve service delivery.
  • Monitor customer service performance, ensuring responses meet agreed standards.
  • Manage team resourcing and budget.
Staff Management:
  • Lead a high-performing team focused on continuous improvement and customer excellence.
  • Coordinate recruitment, induction, and performance management for the Customer Service and Civic Facilities teams.
  • Ensure OHS standards are met and staff are trained in safe work practices.
  • Provide leadership by modelling high work standards aligned with Council values.
Requirements:
  • Able to make decisions within delegated authority, apply strategic thinking, and respond to changing circumstances effectively.
  • Expert in customer service policies, budget management, project reporting, and understanding of local government and legal contexts.
  • Skilled in leading, supervising, and motivating teams to achieve goals, with experience in performance management and staff development.
  • Extensive experience in developing and implementing customer service standards, resolving complex issues, and fostering a culture of excellence.
  • Strong ability to engage with all levels of staff and stakeholders, resolve issues, and present clear reports.
Estimated Salary: $62,000 - $72,000 per annum

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