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Customer Solutions And Service Design Lead

Glen Eira City Council - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


Job Details

  • Rewarding opportunity to join a team dedicated to career progression
  • Full-time, temporary role until February 2022
  • $96K per annum (pro-rata) + Super

About The Role

We are now seeking an energetic, passionate and professional individual to lead, motivate and coach our digital, front counter and customer experience teams.

With a focus on developing and sustaining a customer-centric culture and delivering outstanding customer experiences, you will oversee customer service improvement projects and offer insight on customer experience related initiatives.

Key Responsibilities
  • Help direct Customer Service initiatives and business unit goals.
  • Ensure the delivery of Customer Service Operating Framework and/or similar strategies.
  • Oversee Service Centre reporting and business analysis.
  • Look after digital customer service staff performance.
  • Manage operation of the Service Centre within budget.
  • Escalations and complaints (2nd level and above).
  • Fosters strong business unit relationships.
  • Proactively provide. solutions to ongoing customer concerns and roadblocks to consistent service delivery.

About You

Possessing excellent communication skills, you will be results driven, flexible in approach and build quality relationships at all level as you create a high performing team and service for the community.

The Following Is Also Required
  • Extensive experience working in a high contact customer service function.
  • Demonstrated experience in implementing continuous improvement initiatives or service enhancements to enhance customer service outcomes and/or operational efficiency.
  • Advanced computer skills and competency in relevant office based and call centre technologies.
  • Ability to analyse customer service data and trends and prepare reports for management with recommendations to inform decision-making.
  • Well-developed interpersonal and communication skills.
  • Experience in delivering staff training.
  • Highly effective time management and organisational skills.

Please note the successful candidate must be willing to undergo a police records check for the purpose of employment.

About Glen Eira City Council

Glen Eira City Council aims to be an organisation that is high performing, values-based, and strives for innovation. We are proud of our achievements and have been recognised as an Employer of Choice in The Australian Business Awards 2019 . We endeavour to recruit people who share our values, are proud of their work, and desire to make a difference to our community.


We have a great culture that is valued by all our staff. Teamwork, collaboration and innovation are a key focus at Glen Eira City Council. We will offer you:
  • A supportive team environment where your ideas are welcomed.
  • Extensive Learning and Development programs.
  • A job that is challenging and exciting.
  • Reward and recognition programs.
  • Comprehensive leave entitlements.
  • Flexible working arrangements.

How To Apply

Please attach your resume along with a cover letter detailing your experience and how it relates to the role.

For further information, please contact Amarita Kinnoo on 9524 3411 or at AKinnoo@gleneira.vic.gov.au

As a Council, We Are Committed To

Glen Eira City Council prides itself on being an equal opportunity employer and a child safe organisation.
  • providing a diverse and inclusive workplace that values the safety and wellbeing of children and young people, as well as all our employees;
  • receiving applications from people of all diverse abilities, skills, languages, cultures and backgrounds including: people with disability, Aboriginal and Torres Strait Islander people and LGBTIQ and gender diverse people;
  • reconciliation and supporting the Aboriginal and Torres Strait Islander aspirations. If you are Aboriginal or Torres Strait Islander and require advice and support with the recruitment process, contact our Aboriginal Civic and Cultural Officer on T: 03 9524 3333 or E: MBickford@gleneira.vic.gov.au

We value the knowledge, skills and talents that all people can share with our workforce and community.

Melbourne, VIC

Customer Service & Call Centre


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