Customer Service Operations Supervisor

At the heart of Whitehorse City Council, our community drives us. We’re seeking a passionate Coordinator Customer Service Operations to lead our dynamic Customer Service Team Leaders and Customer Service Officers towards delivering unparalleled customer experiences. This is your chance to play a pivotal role in enhancing customer satisfaction and ensuring seamless, empowering interactions with our community.
- **Salary $117,139 per annum + 11.5% Superannuation**:

- **Great leadership opportunity to grow your career**:

- **Supportive leaders and opportunity for professional development**

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of the evolving changes and needs of the community, the organisation is undertaking an exciting transformation journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our transformation focus on:

- Excellent Customer Experience and Service Delivery
- Great Organisational Culture
- Innovation and Continuous Improvement
- Good Governance and Integrity
- Long Term Financial Sustainability

**The role**:
Step into the role of a visionary leader, guiding a talented ensemble of Customer Service Team Leaders and Customer Service Officers, each one dedicated to the art of excellence. Imagine yourself orchestrating a symphony of best practice methodologies, all aimed at crafting extraordinary experiences for our community members.
- Ignite a spirit of innovation and continuous improvement within our customer service operations, making every interaction a testament to our commitment to the community we serve. You'll be one of the architects behind enhancing our call centres quality processes, systems, and strategies, ensuring every note resonates with efficiency and empathy. This is your chance to shine a spotlight on the importance of our community, transforming everyday tasks into impactful contributions that nurture the heart of our local government. Join us, and let's create a legacy of service that echoes throughout our community

**About you**:
You will have a background in direct customer service and a commitment to service excellence. You’ll have strong experience leading people through change and cultivating a high-performance culture and team morale. You will be comfortable with data and analytics, comfortable with critically analysing reports for what they’re actually measuring and what insights they might reveal, so that you can recommend and implement appropriate actions. Contract management experience will assist you greatly.
- You’ll be committed to empowering and developing people and have demonstrated experience working as part of leadership teams. Experience with telephony or omni-channel systems with teams over multiple sites, webchat or AI-assisted client responses will be highly regarded.

**In return, we will offer**:
**The ability to make a difference - **Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.

**Great working conditions **- a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

**An extensive Health and Wellbeing offering **- Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

**Transformation**:

- We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement.

**Reward & Recognition - **extensive reward and recognition program, corporate learning offerings, study assistance and comprehensive leadership development programs.

**Further Information**

Further information is available from Mel Thompson on 03 8873 9150. Applications close 17 November 2024.

**How to Apply**:
**Come and join the transformation
**_Download the Position Description: _**

Coordinator Customer Service Operations
- City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all. _
- Whitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established