Manager of Customer Experience Level 9

Based in Newman WA House & Utilities | Relocation Costs
- $ 120k - $140K + Sup
- Call Crisdale Recruitment Group (08) 6478 7788

This is an exciting opportunity for a qualified
**Manager of Customer Experience** who has demonstrated skills for leading, developing and implementing customer experience improvement strategies, programs and initiatives in support of the Shire's Operational and Strategic Plans.

As the
**Manager of Customer Experience**, you will be responsible for managing and driving culture change for the Customer Service department to the Shire's Stakeholders, both internal and external. You will be responsible for all the key points of customer engagement and experience across online and offline channels, devices and touchpoints to develop capability through partnership and communities of practice across the Shire.

**The primary outcomes of this position type include but are not limited to**:

- Supporting and promoting the _"culture"_ and _"values"_ of the Shire of East Pilbara evidenced through personal commitment, personal behaviour, language and the achievement of results.
- Ensuring employee and customer satisfaction, engagement and excellence. Leading, guiding and navigating the management of employees under supervision, whilst developing and mentoring key talent
- Building a team of high functioning professionals to deliver projects and outcomes for and on behalf of the Shire.
- Providing expert advice to internal and external stakeholders whilst maintaining relationships and responsibility for operational oversight for large, complex and high-risk projects
- Actively contributing towards the achievement of financial measures around margin, utilisation management and direct costs ensuring efficiencies and quality of service. Proactively report upon and mitigate, organisational risks

**As a part of your responsibilities, you will be required to develop and implement the following (Not limited to)**:
**Program Leadership**:

- Drive and deliver positive customer improvement and changes across the organisation. Lead and analyse customer information to development customer experience improvement initiatives and undertake service benchmarking and enforce the digital platforms.
- Ensure strong technical skills are developed, always adopted and practices by staff within the team.
- Review, develop, update and execute operational policies, procedures, goals and business plans that ensure relevance, effectiveness and compliance with regulations.
- Keep up to date with current developments in the field and industry.

**Financial Management**
- Manage and review the budget to ensure achievement of budget targets are accurate and timely reporting of budget performance.
- Undertake the procurement of goods and services in accordance with legislation and Shire policies.

**Leadership and Service Management**
- Manage and monitor achievement of outcomes and projects by staff, ensuring services delivered meet the Community Strategic Plan, management plans and service agreement requirements.
- Facilitate the development implementation, review and maintenance of systems and procedures.
- Ensure that the Executive and Management are informed of any issue which may affect staff, the community and/or service delivery.

**Staff Management**
- Support, develop and manage staff in a way that is consistent with the Shire's principles, values, policies and systems.
- Manage and monitor staff performance and recruitment processes, including feedback, performance reviews and rewards in accordance with Shire policy, procedures, and best practice principles.
- Ensure Shire directions are clearly communicated, implemented, monitored, reported and evaluated by all staff.
- Model respectful behaviour including respect for cultural diversity and encourage staff to work together to generate creative and innovative ideas.

If this position excites you and you meet the above criteria, we encourage you to apply.

**Please note**: This is role is based in
**Newman **on a Fulltime Permanent position, offering a salary based on Level 8/9 plus superannuation, 5 weeks annual leave, House, and Utilities.
- Please send through an updated resume in _
**_Word Doc format_**:

- , together with a supporting covering letter via the link below. For further information, please call Crisdale Recruitment Group _
**_(CRG)_**:

- on 08 6478 7788._