Address Full-time, Fixed Term
About us
We are a values driven organisation proud to be serving our community with a broad and diverse range of services. Our community is active and engaged, and proud of our diverse culture, green spaces and built environment. We are connected by our vibrant local centres and our focus on creating safe and welcoming places for people. We are making big changes at the City and by working together we are coming up with more efficient and innovative ways of doing things and by being able to make a difference in the community brings us great job satisfaction. If you are looking to work with an organisation that promotes a positive and inclusive workplace, has a friendly working environment, and truly believes their workforce is their most important asset, then the City of Bayswater could be the place for you.
About the position
The City is seeking a self-motivated individual, experienced in delivering high-quality, customer focused, front line services to lead the City’s Customer Relations team. This is a full-time position for a fixed-term period until the 28th March 2025.
The Customer Relations Coordinator oversees the daily operations of the team, providing direction, feedback and ensuring they are motivated and accountable for their work outputs. The role ensures service delivery is aligned with the City’s Customer Service Charter and provides administrative support to other service areas.
This is an exciting opportunity for a forward-thinking individual to also work closely with the Manager Communications, Engagement and Customer Relations to deliver actions in line with the recently adopted Customer Experience Roadmap. This includes implementing the City’s new Cloud based contact centre, journey mapping and looking for ways to improve the customer experience through systems.
About you
To be successful in this role you will be an experienced customer service team leader with the ability to build a high performing team through coaching, guidance and support.
You will confidently oversee the daily operations of the Customer Relations team, manage rosters to ensure continuous service delivery, oversee the processing of planning and building applications, reconcile monies receipted through the City’s finance systems and maintain the City’s policies, management practices and procedures relating to Customer Relations.
Proactive and passionate, you will use the experience you have gained in a contemporary contact centre environment to lead its implementation at the City. You have well developed inter-personal skills and high-level conceptual, problem solving and analytical skills to solve complex customer service issues.
You are highly organised, with an ability to plan and prioritise your work efficiently. You are a collaborator who is excited about improving the City’s reporting to measure customer satisfaction and drive improvement.
What we offer
You will love working here because we believe we have great staff who are motivated and passionate about what they do. We get to make a difference in the community which brings great job satisfaction. We offer a competitive salary of $100,268.87 per annum plus super, as well as access to City of Bayswater staff benefits including:
11% superannuation plus matching co-contributions up to 5%
Flexible work arrangements
Additional 2 days leave per year plus Annual Leave loading
Free aquatic and gym membership
Training and development opportunities
Employee health and wellbeing program
Free onsite parking
Employee Assistance Program
Corporate health insurance discounts
Diverse and inclusive work environment.
Closing Date: 3.00pm, Wednesday 20 March 2024
To view the Position Description and information about working for the City of Bayswater, please download the attachments below.
For any further queries about the role, please contact Catherine Halsall, Manager Communications, Engagement and Customer Relations, on 9272 0689.
The City of Bayswater reserves the right to close this advertisement prior to the closing date. Candidate screening and interviews may take place prior to the advertised close date. Applications may be used to fill subsequent vacancies.
TO APPLY click the "APPLY NOW" button.
Applicants should include a current CV and a cover letter addressing how your experience, skills and behaviours make you a suitable candidate.
JEREMY EDWARDSCHIEF EXECUTIVE OFFICER
The City of Bayswater is an Equal Opportunity Employer and we promote a workplace that values and fosters the diversity of our staff. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, people from cultural diverse backgrounds and young people.
