- Coaching, guiding, mentoring, and managing a team of Customer Experience Officers to provide high-level customer-focused service and management of complex customer contacts.
- Developing a positive and supportive team culture and ensuring team alignment with the corporate direction, whilst motivating staff to achieve their maximum potential and job satisfaction.
- Ensuring timely and effective responses to inquiries, issues, and information distribution between team members and the wider organisation.
- Coordinating the daily operational functions and needs of the team for the effective delivery of services including rostering.
Team Leader Customer Experience Operations - Perth, Australia - City of Perth
Description
From $90,739 to $96109 per annum, plus super.
Full-time, permanent.
The City of Perth is committed to delivering on community aspirations for a thriving and vibrant capital city that is liveable, sustainable, and prosperous for current and future generations. We balance a wide range of residential, business, social, cultural, environmental, and State considerations for thousands of residents, businesses, workers, and visitors who spend their time in the City or call it home.
About the Position
The Customer Experience Team is the first port of call for enquiries, comments, and service requests within the City of Perth. We aim to connect with external parties, ratepayers, and businesses by providing consistent and efficient service to customers through each interaction. We are committed to building a partnership with the local community and will do so by providing consistent and efficient services to our customers in all our interactions.
The Team Leader, Customer Experience Operations supports the Customer Experience Operations Team, as well as internal and external customers of the city, to ensure exceptional customer service is always provided. The role will be responsible for the functional and operational management of the City's frontline Customer Experience Operations Team.
As the Team Leader, Customer Experience Operations, you will support the City by:
If you have extensive experience in customer experience frontline coaching, leadership, and management of a high-performing team, we welcome your application. This is an opportunity to join the City of Perth and its vibrant, connected community at a pivotal time of evolution and growth.
Above all, you will live our values of commitment, teamwork, courage, and respect that allow us to come together to lead and support the community.
How to apply
By clicking the 'apply' button, you will be directed to the City of Perth's employment page. Please provide a comprehensive resume, together with a cover letter of no more than two pages outlining your interest in the position and addressing your suitability for the role.
The application process
Applications for this position will close at 12pm on Friday, 27 October 2023 . Applications will be considered prior to the closing date. Late applications will not be accepted.
Applicants may be considered for similar positions within the City of Perth.
We're continuing to build a gender-equitable team and a culture that's just as diverse, inclusive, and welcoming as the City of Perth Community. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation, and gender identities.
Canvassing of Elected Members during the recruitment process will disqualify your application.