Manager, Customer Service

About the role
In this role, you will lead a Customer Service team at a time of exciting transformation for the City. As Manager Customer Service, you will be responsible for delivering high-quality, customer-focused services that create value for the organisation and meaningful experiences for our community. You will provide strategic and operational leadership across our call centre, concierge, and other service channels—ensuring every interaction is seamless, easy, and impactful. With a strong focus on continuous improvement and innovation, you'll lead initiatives to optimise service delivery, introduce self-service tools, and contribute to the development of a new CRM system. This role is ideal for a proven leader with a passion for public service, a deep understanding of local government operations, and a commitment to excellence in customer experience.

Work type: On-going Full Time Opportunity
Classification: SPL - $167,000 pa plus super

Key responsibilities include:

• Developing a clear and compelling vision for the Customer Service team, aligning strategic goals with departmental operations and providing strong leadership to foster a high-performing, customer-focused culture.
• Managing and motivating the Customer Service team, including providing strategic direction and day to day guidance and support to team members on specialist techniques, problem solving and prioritisation.
• Overseeing day-to-day operations and workplans, ensuring delivery of high-quality services through effective team management, resource allocation, and performance tracking.
• Championing a customer-first approach by leading initiatives that enhance service delivery, optimise service channels, and improve the customer journey across digital and traditional platforms.
• Leading, coaching, and supporting a team of leaders and professionals to build capability, promote accountability, and encourage continuous learning and development.
• Assisting in implementing customer experience improvements from the Customer Strategy Action Plan. Recognising opportunities for better service delivery across different channels and methods to optimise the customer experience.

About you
To be successful in this role, you will have a tertiary qualification in Commerce/Business and significant professional experience in Customer Service in a comparable organisation.

Essential Experience:

• Demonstrated senior leadership experience with a proven ability to lead and inspire high-performing teams.
• Strong people management skills, with the ability to support, influence, and build a positive, accountable team culture.
• Well-developed stakeholder engagement and negotiation skills, including the ability to influence outcomes and build effective partnerships.
• Demonstrated success in leading teams through change, fostering collaboration and maintaining stakeholder confidence throughout transformation initiatives.
• Proven experience in business planning, budget management, resource allocation, and delivering against strategic goals and KPIs.
• Project management experience, with the capability to lead small to medium-sized initiatives to completion on time and within budget.
• Knowledge and expertise relevant to the customer service function, including systems, process improvement, and service delivery optimisation.
• Preferred candidates will be required to undergo a National Police Check (funded by the City).

If this sounds like the role for you, then click apply now

Child Safety Responsibilities
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.

Diversity and Inclusion
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA community, people with disability and people of all genders, ages and diverse experience.

We are the City
From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you're ready to be part of something bigger, join us in shaping the future of Geelong.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries

Click the Position Description link to view more information about this position.

Applications close: 11:55pm Monday 9th June 2025

Position Description (Word Version)

Position Description (PDF Version)

Enquiries: Anne Stout | Chief Customer and Marketing Officer | **********

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at ******* noting your preferred method of communication and contact details and a member of the team will be in touch.

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