Customer Experience Lead

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.

Wellington
Shire Council is an Equal Opportunity Employer and is proud to encourage
applications from people of different backgrounds, abilities, ages, genders
and/or sexual orientations and gender identities. Wellington Shire Council
takes climate change and sustainability seriously and is looking to respond
proactively and positively to the challenges ahead.

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

Visit to
find out why the Wellington Shire is a great place to live and work.

How to Apply:

Click on Apply Now and
attach your current resume. Answering the Key Selection Criteria, tell us why
you would be qualified for this position. You will need to apply by 11.59pm
Sunday 14 September 2025.