Customer Relations

**This is a Full Time Fixed Term 12 Month Position**

Connecting people to deliver services to our community.

At the City of PAE, we work _Better Together _to deliver meaningful outcomes, we _Grow & Improve _our work every day, to ensure we _Make a Difference _for our community. Our organisational values underpin our constructive culture. We are supportive, we take on challenges, seize opportunities, build great relationships and we are proud of what we deliver for our community. We are connected

The City of PAE values the diversity of the people we employ and serve. Diversity at the City of PAE means a workplace where individuals are recognised, respected, and engaged in ways that develop and harness everyone's strengths.

We provide excellent working conditions with job security, flexible working arrangements and support for professional development.

If you are a passionate, experienced, and motivated leader who is committed to making a difference through the delivery of exceptional customer service, we think you will love this opportunity

As the Customer Relations and Records Management Leader you will be responsible for leading the teams to deliver consistent and high-quality service, through the implementation of innovative strategies, aimed to continuously improve and enhance our Customers experience.

The Customer Relations and Records Management Leader is also responsible in ensuring the delivery of the Records Management framework across council and managing the daily operations of the Records Management team.

This role is an exciting opportunity to be part of the Customer Experience and Engagement Section and play an integral role in working with the teams in delivering on our commitment to deliver meaningful outcomes for our Community.

**You will**:

- Provide inspirational leadership and direction to the Customer Relations and Records Management team through a motivated, cohesive and committed team with a clear purpose and focus.
- Lead the delivery of engaging customer experience and records management strategies ensuring they are highly effective and reflect best practice.
- Through the customer experience plan, deliver key activities that are designed to embed a customer centric approach across council.
- Build collaborative and highly valued relationships between the teams and internal partners.
- Ensure that the Customer Relations and Records Management teams operate within budget requirements to meet section plan priorities.
- Deliver comprehensive reporting and analysis for CX and Engagement Manager outlining risks, opportunities, and business performance.
- Promote and deliver exceptional Customer Service to external clients and internal departments.
- Implement key activities within the Records Management framework to meet legislative requirements and records management standards across council, ensuring records keeping practices are both understood and adhered to.
- Contribute to a positive and constructive workplace culture by upholding the organisational values of _Make a Difference, Grow and Improve & Better Together._

***

**To be successful in this role you will be an exceptional and effective individual with**:

- Extensive experience in leading and inspiring teams to deliver outstanding customer service and community outcomes.
- High level specialist knowledge of customer service values, principles and methodologies.
- Strong understanding of continuous and innovative business process improvement methodologies.
- Good understanding of Records Management practices and legislative obligations in Local Government.
- Highly effective time management skills and ability to balance competing priorities.
- Strong and engaging verbal and written communications skills for different audiences and stakeholder groups..

More information can be found in the Position Description located below.

This is a Level 7 position which has a current salary range of $111,404 - $118,412

Confidential enquiries can be directed to Nikki Barns -Customer Experience and Engagement Manager on 0410 430 515.

The City of PAE values diversity and inclusion and we welcome employees with a mix of background, characteristics, experiences, professional skills, and perspectives.

bettertogether #growandimprove #makeadifference

**Applications close Friday 5 August at 5:00 pm**

The City of PAE values diversity and inclusion and we welcome employees with a mix of background, characteristics, experiences, professional skills, and perspectives