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Form of work
SalaryFrankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula. We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector.
Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston, now is the time to join our team!
About the position
An exciting opportunity exists to join the vibrant Customer Experience & Transformation team in this newly created position, where you will support the organization in using different resources and methods to make business decisions directly linked to the data around our customers stories and experiences.
The main responsibilities will include:
- Actively increasing opportunities for our customers to provide their feedback and sentiment on their experiences with council in a consistent, clear and concise way, so the organization can interpret and utilize this in decision making;
- Assisting to develop and embed accountability to a range of organisational wide measurements and indicators, around acceptable customer experiences and scores; and
- Use your interpersonal skills to support and advocate for customers dealing with council in regards to complex complaints, in an impartial manner.
About you
As the successful candidate you will have:
- An approachable, vibrant and kind personality;
- Demonstrated experience in advocating for their customers and leading courageous conversations;
- Confidence in working with internal stakeholders to understand their varying requirements and supporting them to then develop the knowledge around how to best translate this information to their customers; and
- Experience in working directly with interpreting customer feedback and complaint management would be advantageous.
Be part of a workplace that is looking to transform the way that we work and build on our values “Kinder, Fairer, Smarter”.
As an employee, you will have access to benefits such as:
- Flexible working hours
- Rostered Day Off (Full time roles only)
- Access to professional and career development opportunities
- Purchased leave
- Paid Parental leave
- Paid Christmas Shut Down Leave
- Free onsite parking (Civic Centre)
- Employee assistance program
- Salary sacrifice gym membership at Peninsula Aquatic Recreation Centre.
If you would like to learn more about this opportunity or have any further questions, please contact Jess Brook via email at
Culture at Frankston City Council
Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present.
Council is committed to building a culture that values diversity and promotes a workplace that welcomes and includes the unique contributions of all people. We encourage applications from individuals of all ages, backgrounds and identities. As well as applicants who identify as being Aboriginal and Torres Strait Islander, are culturally diverse, LGBTQIA+ or who have a disability to apply.
Council has zero tolerance for child abuse. Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors, employees, contractors and volunteers.
We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.
Pre-Employment Information
You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.
Advertised: 20 Dec 2023 AUS Eastern Daylight Time
Applications close: 03 Jan 2024 AUS Eastern Daylight Time
