Customer Experience Team Leader

Lead a dynamic and high-performing team dedicated to delivering exceptional Customer Experiences, fostering a culture of continuous learning and development. This challenging yet rewarding role ensures no day is the same, where your leadership and team's dedication make meaningful contributions to serving the community. Opportunities for career growth and development Enjoy a 35-hour workweek, embracing a 19 day month with a rostered day off! $82,708 to $96,119 plus 11% superannuation THE OPPORTUNITY Working in the Strategy, Partnerships and Engagement Division, our dynamic Customer Experience team serves customers via our multi-faceted contact centre through channels such as Web Chat, Emails and phone calls as well as face to face from our two service centres – one in Dubbo and the other in Wellington. Our call centre receives approximately 4000 calls per month, while our service centres assist 800 customers face to face. The Customer Experience Team Leader oversees the high-performing team, focusing on delivering exceptional Customer Experiences by connecting customer requests to seamless operational delivery. You’ll lead and motivate the team to support the delivery of best practice Customer Experiences through effective management of all customer interactions, and will also be responsible for people management, scheduling, and providing development, coaching and feedback. This challenging yet rewarding role ensures no day is the same. This position supports the Customer Experience Strategy towards systematisation, digitisation, and automation and proactively contributes to the strategic direction and ongoing growth of Customer Experience across a variety of Council operations. DUTIES AND KEY RESPONSIBILITIES Lead, coach and mentor a vibrant and enthusiastic team Manage the day-to-day operations of Customer Experience Centres Support the implementation of systems and processes to analyse and measure business performance including customer satisfaction Create positive relationships with key internal and external stakeholders to deliver Customer Experience benefits Act as the escalation point for customer complaints ABOUT YOU You are a resilient, proactive and experienced leader who is passionate about delivering excellent Customer Experience. You have a strong customer oriented mindset and demonstrated capability to drive a customer oriented culture in a high volume environment. You have a passion for supporting team development and a commitment to continuous improvement. Having excellent interpersonal and communication skills, you have the ability to develop strong professional relationships and influence key stakeholders. TO BE SUCCESSFUL IN THIS ROLE Diploma in Management, Business Administration or related discipline; or relevant qualifications, significant experience with willingness to obtain Diploma Demonstrated experience and enthusiasm for quality customer service delivery preferably in the contact centre industry Demonstrated experience in leading and motivating teams to achieve organisational outcomes and goals in a fast paced customer focused environment Demonstrated commitment to continuous improvement and leading initiatives that add value and improve and enhance services, processes and practices Ability to deal with conflict in a professional and productive manner WHAT WE OFFER Attractive annual salary ranging from $82,708 to $96,119 plus 11% superannuation Flexible work options to suit your needs Enjoy a 35-hour workweek with adaptable working hours, embracing a 19 day month with a rostered day off! Thrive within the collaborative and supportive environment of the Council's team, immersed in a welcoming company culture Generous leave provisions to support your work-life balance Prioritise your health and wellbeing with access to discounted gym memberships through Fitness Passport, a comprehensive wellbeing program, the opportunity to engage with colleagues via our social club, annual flu vaccinations, and confidential assistance provided by our employee assistance (EAP) program Experience the benefits of our salary packaging options, allowing you to maximise your earnings and financial flexibility If this role sounds appealing to you, take a moment to explore the Position Description Closing Date: 9:00am, Monday 11th March 2024 Enquiries: Manager Customer Experience & Engagement - 02 6801 4220 ABOUT US We are Dubbo Regional Council, a large regional Council servicing a growing community of over 55,000 people. Our team consisting of 600 team members working across a diverse range of areas including planning, infrastructure, community and cultural services, administration, economic development, corporate business and recreational services. Our focus is on delivering high quality services, strengthening our community engagement and strategic management capabilities, building an organisation based on performance and continuous improvement whilst creating a values based organisational culture and developing a professional and engaged team that delivers on our shared values; Progressive, Sustainable, One Team and Integrity. Dubbo Regional Council is part of Wiradjuri Country and we acknowledge all clan groups that reside within the Dubbo and Wellington Wiradjuri Nation. We are an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. HOW TO APPLY If this role sounds like you, we would love to hear from you, simply click apply now! Please fill out the questions in the application page below. On the following page you will have the opportunity to attach your resume and copies of applicable qualifications. Please note that once you start to complete your online application you cannot save it and return to it later. We would recommend that you create your answers in a separate document (e.g. word) then copy your answers into this page when you're ready. A panel will assess all applications for suitability against the essential criteria for the position. Once completed, an interview, skills assessment or task and reference checks may be undertaken. All candidates will be notified of the outcome via the email address you supply as part of your application.