Customer Experience Team Leader

1 week ago

Broadmeadows, Victoria, Australia Hume City Council Full time $97,099 per year
Job Description
  • Permanent Full time X 2 Positions
  • $97,099 per annum plus Superannuation
  • Join the Customer Experience team

Hume City Council is one of Australia's fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

As a Team Leader, you'll lead a frontline team dedicated to first-contact resolution across a wide range of council services. You'll coach and mentor staff to deliver service excellence, foster a collaborative and inclusive team culture, and drive continuous improvement through agile, cross-functional initiatives

What you'll be doing:

  • Lead and support Customer Service Officers across multiple service channels and locations.
  • Manage daily operations, including call centre and front counter services, ensuring KPIs and SLAs are met.
  • Provide quality coaching focused on customer interaction effectiveness.
  • Mentor team members to help them achieve their career goals.
  • Collaborate on service planning and improvement initiatives.
  • Maintain internal training programs and the Customer Service Knowledge Base.
  • Act as the first point of escalation for customer complaints and complex service requests.
  • Participate in emergency management responsibilities, including acting as Area or Chief Warden.

The skills and experience you'll bring to the role:

  • Experience leading customer service teams and delivering high-quality service across multiple channels.
  • Strong communication and interpersonal skills, with a focus on inclusion and collaboration.
  • Ability to coach and develop staff, with a focus on interaction quality and mentoring for career growth.
  • Experience in agile project environments and/or continuous improvement initiatives.
  • Understanding of customer service metrics and performance indicators.
  • Ability to contribute to training and knowledge base development.
  • Demonstrated commitment to learning and service excellence.

Why Hume City Council?

A leader in local government, we're committed to creating an inclusive and collaborative work environment that is guided by our values:

We're better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We're in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.

Additional Information

Position Description

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