Team Leader Customer Experience

**Job No**:BC3096**

**Location**:Blacktown, NSW**
**Blacktown City is a growing and thriving city, located halfway between Sydney City and the Blue Mountains. With 435,000 residents, we are the largest and most diverse city in NSW, spread across 54 suburbs. Blacktown City is vibrant, dynamic and multicultural, home to a large First Nations community, and more than 180 different birthplaces and languages.

With $22.6 billion regional economy, Blacktown City is also home to 30,000 businesses. Working at Blacktown City Council provides widespread, exciting professional opportunities. Our Council is leading the transformation of Blacktown City and Western Sydney. We are implementing a vision for a modern city, full of opportunity for our residents and businesses.

Our Council is led by highly skilled and experienced professionals, working with talented and passionate teams across a diverse range of business units. We are delivering high quality, customer-focused services, experiences, and facilities, and leading a program of strategic planning, activity and investment.

**About the opportunity**

It is a permanent, full-time opportunity, both complex and challenging and requires a person who is results driven, can foster successful internal and external relationships, and is well versed in customer experience operating metrics.

Some of the key responsibilities of this role are:

- Demonstrate interpersonal and people management skills in the supervision of our Customer Experience team
- Identify problem areas of service delivery across the Council
- Provide support to the coordinator customer experience to achieve KPI targets.

**Qualifications and experience**

**Essential**:

- Certificate IV in customer service, local government, business administration or a related field
- Experience in managing and monitoring a team in a call centre environment
- Solid customer service experience in either telephone or face-to-face enquiries in a high-volume area
- Experience in call centre operations including complaint management handling experience
- Excellent written and oral communication skills and the ability to coach in a team environment
- Demonstrated ability to work in and contribute to a team environment whilst working with mínimal supervision
- High-level cash handling experience.

**Desirable**:

- Demonstrated knowledge of local government activities and responsibilities

**Remuneration and benefits**

The salary and conditions of employment are in accordance with Blacktown City Council's Enterprise Agreement.
- Entry level for this position starts at $1,730.04 per week
- 35-hour working week
- Opportunity to participate in Council's flextime arrangement
- Employee benefits such as leave entitlements (where applicable), 11.5% employer contribution payable to your nominated superannuation fund, Fitness Passport, gym membership discounts, and social clubs.

**Our commitment to safety**

Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre-employment phase, and via a series of random and cause testing.

We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.
- Have your resume and any other relevant documentation ready to attach.

Best of luck.

**Closing date: Friday 14 February 2025, 11.59 pm**

**Contact officer: Jessica Suazo on 9839 6290**

**Internal ref: BCC739