Coordinator Customer Operations
2 days ago
Join one of Australia’s fastest growing and culturally diverse communities
- Drive contemporary customer first communication strategies
- Champion the council's operational excellence keeping customer experience at the heart of Hume’s services.
Hume City Council is seeking a highly motivated professional to join its team as a Coordinator of Customer Operations. This critical role is responsible for setting the strategic direction of Customer Operations atr Hume City Council, ensuring a culture fit for purpose, customer centricity, continuous improvement, operational excellence, and employee engagement.
Located just 15 kilometres north-west of the centre of Melbourne, Hume City Council is one Australia’s fastest growing and culturally diverse communities. You will be joining a Council that is genuinely committed to making the lives of their community better through innovation, leadership, the delivery of quality services, and a highly skilled workforce that is focused on achieving the very best for the Hume community.
Reporting to the Manager of Customer Experience, this is a fantastic opportunity for a customer operations specialist to implement contemporary, innovative, digital, customer first operational initiatives within their team and across Council.
The Coordinator Customer Operations role involves:
- Driving a centre of CX operational excellence across Council’s four Customer Service Centres, in collaboration with other functional groups
- Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
- Overseeing case management for complex enquiries and escalations for the Victorian Ombudsman,
- Monitoring the administration and continuous improvement of the complaints management processes and procedures.
As a highly regarded professional, you will have experience driving business strategy and implementation paired with an operational management background. You will bring strong leadership skills with a track record in financial management and reporting alongside a demonstrated capacity to engage with internal and external stakeholders. You are politically astute, demonstrate high levels of emotional intelligence and are resilient to changing circumstances and priorities.
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