Customer Experience Lead

**Closing date**: 14/09/2025 11:59 PM AUS Eastern Standard Time

**Location**: Desailly Street, Sale

**Department**: Customer and Communications

**Employment type**: Full Time Permanent

**Work Arrangement**: On-site

**Position No. 1025**

**Permanent Full -Time**
**Band 5 - $74,861 - $85,591, plus 12% statutory superannuation**

Are you passionate about delivering outstanding customer service and supporting your team to succeed? We are seeking a Customer Experience Lead to play a key role in the smooth day-to-day operation of our Council HQ Customer Service Centre in Sale as well as the organisation’s customer experience function.

**In this role, you will**:

- Provide guidance and support to the Customer Service team, fostering a culture of teamwork and cooperation.
- Act as a referral point for escalated enquiries, ensuring issues are resolved efficiently and professionally.
- Deliver accurate and timely information to customers and staff about Council’s 100 + services.
- Oversee cashiering functions and ensure compliance with policies and procedures.
- Support the implementation of new initiatives and continuous improvement in service delivery.
- Build and maintain strong relationships with internal stakeholders, community members, and government departments.

**About you**
You are customer-focused, approachable, and confident in leading by example. You will also bring:

- Experience in delivering high-quality customer service and supporting a small team.
- Strong organisational skills and the ability to manage competing priorities.
- Proficiency in multiple IT systems, with confidence in CRM management tools.
- Experience in cash handling and accurate data entry.
- Excellent communication skills, both written and verbal.
- A collaborative approach, with the ability to build positive relationships across teams and the community.

A qualification in business, customer service, or a related field (or relevant experience) is desirable, along with a current Victorian Driver’s Licence.

**Why join us?**
At Wellington Shire Council, we are committed to providing exceptional customer experiences and supporting our community. As Customer Experience Lead, you will have the opportunity to contribute to service improvements, support your colleagues, and make a real difference every day.

**Why Wellington?**

Here at Wellington Shire Council, we have a strong commitment to create a workplace culture that is collaborative, provides work-life flexibility and encourages opportunities for growth and development. We take pride in providing a supportive workplace with great career opportunities for our employees.

Every person at Wellington Shire Council brings their own unique experiences, perspectives and talents to help contribute to our vision of “Happy people, healthy environment and thriving communities”. As one of the largest employers in the region we have a diverse workforce of more than 500 staff who are based throughout the municipality, and we all work together as a team to make a positive impact in our community.

We use award-winning technologies to seek and implement innovative improvements across the organisation. We work hard to position ourselves as a leader in local government, continuously improving our diverse range of services for the betterment of our community.

We offer a rewarding culture of innovation, flexibility and continued learning in a collaborative, supportive environment.

Wellington Shire Council is committed to upholding the Child Safe Standards and associated legislative requirements.

**About Wellington**

Wellington Shire Council is located in the Gippsland region of the state of Victoria, Australia and is approximately two hours east of Melbourne by road or rail. Many of us dream of a simpler lifestyle, with wide open spaces and no traffic jams. In The Middle of Everywhere, we live that enviable lifestyle every day.

In Wellington Shire you will find a wide range of beautiful environments to explore, with our pristine beaches, picturesque mountain ranges, temperate rainforests, wetlands and plenty of diverse, contrasting spaces to take your breath away.

Whether it’s a stroll along the iconic Ninety Mile Beach, a canoe down the Macalister River or a bush walk through the Alpine National Park, there’s plenty to keep you busy in The Middle of Everywhere Home to a range of tight-knit communities, you’ll quickly find yourself right at home with the wonderful people that make these towns so special.

From our lively restaurant and café culture to the very best in local produce, you’ll never be short of Sunday brunch ideas and places to try Eat. Drink. Gippsland Guide | Visit Gippsland

**How to Apply**: