Customer Service Operations Lead

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Customer Service Operations Lead

Permanent Full Time (Flexible)

$82,081 - $89,467 + RDO + Super

Yarra City Council is seeking an experienced Customer Service Operations Lead to be part of a highly skilled and committed team of customer service professionals. This is an exciting opportunity to work on a range of diverse projects across the organisation as we lead the way with our Customer Experience Strategy. You will have the opportunity to implement strategies that makes a real difference to our community outcomes and engagement.

Yarra City Council places a great emphasis on customer responsiveness. We recognise that our reputation with our community is directly linked to how we communicate and engage with each and every person who has contact with us. We know that being customer centred requires understanding our customers’ needs and delivering services that are outcome focussed.

The Customer Service Operations Lead will facilitate the delivery of excellence in service and people performance, incorporating:

  • Supervising customer service operations.
  • Undertaking operational planning, workforce management to maintain operations, performance standards and budget allocations.
  • Developing and delivering strategies that improve the operational performance of customer channels.
  • Ensuring customer service responsiveness targets, including service standards and response timeframes are consistently met with the appropriate resources current organisational technology and within budget.

To be successful, you will have demonstrated experience leading a team of customer service professionals in multifaceted customer channel operations. Skills in developing customer service metrics that support engagement and performance. Knowledge and skills in data analytics is critical to support business operations and customer trends.

For further information see the position description or contact William Costello on 9205 5555.

103730 Customer Service Operations Lead Position Description July 2018

Applications close on 25 July 2018.

PLEASE NOTE: We are currently experiencing issues with our normal eRecruit system and we accepting applications through SEEK.  For your application to be considered you are required to submit a cover letter, CV and response to the key selection criteria.

In your application, the selection panel will assess your CV against the technical skills, abilities, and qualifications of the Position Description as well as your separate responses to the Key Selection Criteria.

*This position is subject to satisfactory Police Check and Working with Children Check prior to commencement. Pre-employment checks are not used by Yarra City Council to prevent any applicant from applying for this position. Each application will be considered on its merits.

Yarra City Council supports flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as gay, lesbian, bisexual, transgender, intersex or queer. We draw pride and strength from our diversity, remain open to new approaches and actively foster an inclusive workplace that celebrates the contribution made by all our people.