About the Role
Lead the day-to-day operations of Council’s Customer Service Centre, ensuring customers receive consistent, responsive and professional support across phone, face-to-face, email, web and social media channels. You'll drive service quality and ensure service levels and customer experience outcomes are achieved while leading a team in a dynamic, high-volume environment.
As customer expectations and technology continue to evolve, you'll play a key role in leading change, optimising customer service technologies and embedding new ways of working.
You’ll also take a strategic approach to workforce planning, capability development and resource management, ensuring the right people, processes and systems are in place to meet service demands. As a member of the Customer Experience leadership team, you’ll contribute to organisational priorities and use operational data, customer feedback and performance insights to drive service improvements and enhance customer service o...
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