Coordinator Service Excellence

**_Lead the program of service reviews at Whitehorse City Council _**:

- **_Deliver service reviews that respond to community needs and operating efficiencies _**:

- **_Make a direct, instantaneous positive impact to council and our municipality _**

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

We are a highly collaborative team working in an agile and fast-paced environment underpinned by our organisational values and a service driven approach.

**The role**:
In your role as the Coordinator of Service Excellence, you will be at the forefront of driving change as we enter the next phase of our transformation journey at Whitehorse City Council. Your task will involve coordinating and overseeing all service review activities to propel our organization towards success and excellence.

This is a key leadership position with two direct reports, and you will be an integral part of our leadership team. You will motivate your team to become an internal driving force for positive change, providing them with a clear roadmap for navigating the service review approach aligned with our organisational strategic direction. Supported by purpose-built approach and guidance, your leadership style is aspirational, and you empower your team to excel.

You will report directly to the Manager of Change and Continuous Improvement, joining our transformation division with a mission to revolutionize our approach. Your impact will extend to service design, identifying operating efficiency and effectiveness whilst embedding a culture and practice of Service Excellence.

Join us in making a meaningful difference in the lives of our community, as we work together to create a more valuable and impactful future.

**About you**:
You bring tertiary qualification or possess equivalent hands on experience in evaluation, change management, project management and service design. Additionally, you’ve honed your skills through extensive exposure to multifaceted organisations. You are experienced is business transformation, operating model design, evaluation and/or service excellence.

Communication is your super power, as you understand that listening is just as crucial as speaking. You excel at engaging with stakeholders at all levels, demonstrating particular prowess at influencing decisions through data-driven insights, even in complex leadership and political landscapes.

As a seasoned business leader, you possess the knack for uncovering the ‘why’ that motivates your teams. Your leadership style inspires them to deliver their best, especially when it comes to executing projects as part of our transformation initiatives.

What sets you apart is your yearning for an opportunity that grans creative freedom -where you can directly shape and deliver results in the way you know works best. You’re on the lookout for a role that allow you to make a tangible impact by leveraging your expertise and innovative approach.

**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.
- 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