AddressCoordinator Customer Experience
Blacktown is a vibrant city located in the very heart of Greater Sydney, halfway between Sydney City and the Blue Mountains. It is a city of ambition and excitement. With a total of 54 residential suburbs, and population of 435,000 coming from more than 180 different birthplaces, Blacktown City is one of the most diverse communities in Australia.
Working in Blacktown City provides a wealth of professional opportunities. Blacktown City Council is the largest council in New South Wales, 4th largest in Australia and a leader in the development of the western Sydney region. With almost unmatched growth expected over the next 25 years, we are on an exciting journey of transformation to prepare for a population of more than 644,000. There has never been a more exciting time to join one of Sydney’s most dynamic and high-performing councils as we continue to deliver outstanding levels of service for our proud and diverse community and prepare our great city for the future.
Blacktown City Council strives to be an inclusive workplace for all people. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, veterans and people with disabilities.
About the opportunity
We are looking for a Coordinator Customer Experience who will be responsible for the leadership and day to day management of our call centre and counter. This role is responsible for all aspects of the Customer Experience team’s performance, ensuring all objectives and metrics are met in addition to supporting and developing the team. An ideal candidate will manage implementation of Council’s Customer Experience Strategy and business improvement initiatives.
It is a permanent, full-time opportunity, both complex and challenging and requires a person who is results driven, can foster successful internal and external relationships and is well versed in Customer Experience operating metrics.
Qualifications and experience
Essential:
- Relevant tertiary qualifications in a related field
- Extensive experience in managing and monitoring a large team in a high-volume call centre environment
- Demonstrated ability in a multi skilled environment to manage own performance and the performance levels of the BCIC team
- Current Class “C” driver’s licence.
Desirable:
- Experience implementing business improvement initiatives and monitoring their performance
- Experience implementing digital customer service systems
- Ability to work and function in a dynamic environment.
Remuneration and benefits
The salary and conditions of employment are in accordance with Blacktown City Council’s Enterprise Agreement.
- Entry level for this position starts at $2,172.61 per week
- 35-hour working week
- Opportunity to participate in Council's flextime arrangement
- Employee benefits such as leave entitlements (where applicable), 11% employer contribution payable to your nominated superannuation fund, Fitness Passport, gym membership discounts, and social clubs.
Our commitment to safety
Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre-employment phase, and via a series of random and cause testing.
We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.
Position description
Closing date: Friday 31 May 2024, 11.59 pm
Contact officer: Kevin Poilly on 9839 6534
Internal ref: BCC731
