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Customer Experience Team Leader

3 months ago

South Penrith, Australia Penrith City Council Full time

About the role

In the Penrith Council Customer Experience team we're all about making every interaction count. Join us as one of three dynamic Team Leaders, spearheading a customer-facing team that handles 500 to 800 inbound calls, 70 front counter interactions, and 60 digital enquiries daily.  

Imagine being part of a team that thrives on innovation and data-driven insights. We leverage the latest technology to continuously improve our services. And we're not just about work—we're about creating a fun, supportive environment where everyone feels valued and heard. With regular team-building activities and a strong focus on health and wellbeing, we ensure our team stays connected and motivated. 

About You

  • Can lead and inspire a team to deliver exceptional customer service. 

  • Is adept at using data and technology to identify and drive service improvements. 

  • Will foster a positive and supportive work environment. 

  • Can collaborate effectively with the Customer Capability Coach to boost team skills. 

  • Works seamlessly with other leaders to achieve shared departmental goals. 

  • Is skilled at monitoring and analysing performance metrics to ensure continuous improvement. 

  • Actively promotes health and wellbeing activities through organising and participating in our Connecting Customer Experience Program to keep the team energized and cohesive. 

Essential criteria

  • A tertiary qualification in Business/Management or related fields  

  • Experience in team building and team engagement initiatives  

  • Demonstrated ability to meet time constraints, work under pressure and achieve results 

  • Excellent interpersonal and communication skills including the ability to interact effectively with staff at all levels and build strong relationships  

  • Ability to motivate and coach staff under your leadership to achieve KPIs and targets 

  • Demonstrated experience leading a Customer Experience Team  

  • Experience in staff rostering to ensure coverage and appropriate skills mix 

Commencing salary:$90,063.00 per annum, plus 11.5% Superannuation.

You may be required to undertake background checks, as relevant to the position for which you have applied.

Visit careers.penrith.city to view the position description and to find out more information about employment with Penrith City Council. To submit your application, please apply online using the link below.

How to Apply

In addition to a cover letter and resume, applicants are required to submit comprehensive responses to the selection criteria (listed above) as a part of their initial application. Applicants who do not meet the essential criteria will not be considered.

Completed applications must be received by 11.55pm on the closing date. Please allow 4 weeks from the closing date for the processing of your application.

For further information about the position, please contact David Parry, Head of Customer Experience, on 4732 7777.

About us

At Penrith City Council, we’re passionate about people; in our community and in our workplace. We want you to be able to be your best self and we get that work is just one part of your life, so we’re here to support you in the moments that matter. As the winner of the 2020 Local Government Excellence in People and Culture Award and an Excellence Award winner in the 2020 Australian HR Awards, you can be confident in joining a workplace that offers truly outstanding benefits, including:

  • A range of flexible work arrangements
  • 18 weeks paid maternity leave
  • Health and wellbeing leave
  • 15 days personal leave
  • Significant financial and leave support for undertaking further education 
  • Diverse salary packaging
  • Free access to all Ripples venues 
  • And much, much more

Council is a Child Safe Organisation, for more information about this please see our website. 

Applicants must have the right to live and work in Australia to apply for this position.