Coordinator Customer Operations

• Develop your leadership skills in a dynamic fast paced Customer Service Team
• Hybrid work environment within a supportive & collaborative team
• Permanent full-time position + monthly RDO
• Band 6: Salary starts at $94,184 + Superannuation

The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents who call Casey home.

Our workspace is located within Bunjil Place, a must-visit destination nestled within Narre Warren in Melbourne’s south east. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.

Our Benefits:

Benefits | City of Casey 

• Development-focused organisation with access to diverse professional development courses, networks and programs, including financial support for obtaining relevant certifications.
• Flexible work options, including remote work, flexible hours, and the ability to purchase additional leave.
• Multi-award-winning architectural office building with equipped Kitchens, onsite Café, Library, and so much more.
• 2 minutes’ walk to Westfield shopping centre, free onsite carpark, gym/pool with discounted memberships and free workout Wednesday.

We live our values of dreaming big, empowering each other, and making our community proud.

A bit about the role

The Coordinator Customer Operations is responsible for achieving great customer outcomes for Council through motivating and guiding frontline staff to provide efficient, high quality customer service to internal and external customers, across multiple channels, through strong leadership, open communication, coaching and quality management.

This position will work collaboratively with the Customer Operations Leadership Team in the building of a cohesive, high performing work group by clarifying accountabilities, involving the group in decisions, building positive team culture, recognising successes, and providing opportunities for development.

What you’ll deliver

• Bring the Customer Experience Strategy to life by supporting the delivery of a customer centric frontline experience for customers.
• Lead and inspire a team of contact centre advisors to deliver excellent levels of individual/team performance and customer satisfaction providing the best experience for our customers.
• Ensure cashier facilities comply with Council’s Cash Handling Manual with minimal error and within performance indicators.
• Extensively monitor, understand, and report on the performance of the Customer Operations Contact Centre at team, individual and centre level.
• Coach and develop staff through quality monitoring and evaluating individual performance against customer service standards and key performance indicators, processes and procedures to ensure quality service delivery.
• Undertake Performance Assessment and Development Plans for all team members.

What you’ll bring

• Demonstrated experience in supervising Customer Service focussed teams within a large multi-channel contact centre environment.
• Demonstrated experience in leadership, people management and strong coaching and people development skills.
• Demonstrated understanding and application of rostering and workforce management principles.
• Demonstrated experience in performance reporting and key metrics at a Contact Centre and agent level.
• Highly developed communication, interpersonal, facilitation and negotiation skills.
• Ability to analyse complex problems correctly, assess a range of possible solutions and select the most appropriate to meet budgetary requirements and customer service, community and regulatory obligations.
• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check.
• A curious, collaborative, and inclusive community mindset.

What’s next?

If you think this role might be for you, we would love to hear from you.

Please apply by following the links and attaching a cover letter and resume. We do not require any selection criteria to be addressed.

To find out more about the role, please contact Deborah Divers, Head of Customer Operations, at *******@casey.vic.gov.au

Applications will be accepted until 11.55pm on Monday 27th May 2024.

We encourage people with a disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this position.

The City of Casey has zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers.

The City of Casey reserves the right not to make any appointments for this position.

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