Manager, Customer Service

**Manager, Customer Service**:
**Job no**: 499792
**Work type**: SPL Contract
**Classification**: SPL
**Categories**: Customer Service

**About the role**

This is a rare opportunity to lead a Customer Service team at a time of exciting transformation for the City. As Manager Customer Service, you will be responsible for delivering high-quality, customer-focused services that create value for the organisation and meaningful experiences for our community. You will provide strategic and operational leadership across our call centre, concierge, and other service channels—ensuring every interaction is seamless, easy, and impactful. With a strong focus on continuous improvement and innovation, you’ll lead initiatives to optimise service delivery, introduce self-service tools, and contribute to the development of a new CRM system. This role is ideal for a proven leader with a passion for public service, a deep understanding of local government operations, and a commitment to excellence in customer experience.

**Work type: On-going Full Time Opportunity**
**Classification: SPL -** **$167,000 pa plus super**

Key responsibilities include:

- Developing 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.
- Managing 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.

Essential 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**
We are committed to being a child-safe organisation and have 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. Please read our Child Safe Standards Management Policy.

**Diversity and Inclusion**

**We are the City**
From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you’re ready to be part of something bigger, join us in shaping the future of Geelong.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

**Applications and Enquiries**
- We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared._

**Advertised**: 26 May 2025 1:00 PM AUS Eastern Standard Time
**Applications close**: 09 Jun 2025 11:55 PM AUS Eastern Standard Time