Address- Full time permanent role (based on 38 hours per week)
- Monthly RDO
- Make a difference to the Merri-bek community in this important local government role
- Salary: $97k - $105k + Super
- Ability to transfer or take LSL (Long Service Leave) within Local Government
About Merri-bek City Council
Merri-bek City Council is a progressive council of 175,000 residents: one community, proudly diverse. Our council area sits within the banks of the Merri Creek and the Moonee Ponds Creek, and includes Brunswick, Coburg, Fawkner, Glenroy, Gowanbrae, Hadfield, Oak Park and Pascoe Vale. Our city is vibrant and energetic, known for its active community, cultural diversity, creative industries and the arts. Our long-term vision has ambitious goals for environmental sustainability, social justice, community wellbeing, and creating great places. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food and cafés right at the doorstep.
Merri-bek Council strives to be a contemporary, innovative and collaborative organisation with a deep commitment to engaging and supporting the Merri-bek community. Our organisational vision is to be one team, brave and diverse, making a difference.
We pride ourselves on being an inclusive and welcoming workplace. We offer flexible and hybrid work options and genuinely care about providing our staff work/life balance. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food, cafés, parks and a cinema right at the doorstep. Merri-bek is a great place to live, work and play.
About the role
Merri-bek is seeking a leader to further drive improvement in the CX for our residents. With a proven ability to coach and mentor your team to meet quality targets, this is a role that will suit a leader with strong interpersonal skills and experience in a contact centre environment.
With the ability to help grow a positive work culture through effective staff engagement, you will be key in setting standards and driving improvements.
Our CX Transformation Project, Community @ the Heart says a lot about us; we are investing in our people, improving our processes and upgrading our technology with the goal of becoming the council that is best known for its seamless customer experience. Join us and be part of the change!
Skills and experience require to perform the role
- Relevant tertiary qualification or extensive experience in performance management, leadership & supervision to staff in a contact centre/Customer Service role;
- Demonstrated experience coaching team members to improve performance;
- Experience in constructively dealing with complaints and driving improvements within a continuous improvement methodology;
- Excellent interpersonal skills, as well as strong oral and written communication capabilities;
- Experience in leading change;
- Demonstrated ability to motivate, manage and create a positive culture in a large team;
- Strong background in and passion for Customer Service.
What the role can offer
- Monthly RDO
- Extensive opportunities for training & career development
- Salary sacrifice options
- A real sense of work-life balance & flexible work options
- Employer-supported study assistance schemes
- Wellness programs
Further support offered for our staff
- Up to 20 weeks primary & up to 5 weeks secondary parental leave
- Purchase leave
- Ceremonial leave
- Gender affirmation leave
- Family violence leave
For further information about this position please contact Glen Kennedy on 9240 2329 or 0403 750 ***.
Applications close: 11:30pm, Sunday, 9 June 2024.
Before submitting an application please view the Position Description.
How to apply
Please fill out an application using our online recruitment system. You will be required to upload your CV, a cover letter outlining your relevant skills and experience. You do not need to respond to the individual Key Selection Criteria. Please also upload any other relevant documents.
*Please note that some documents relating to this position may reference Moreland City Council. We are in the process of updating the councils new name of Merri-bek City Council.
Please note that applications must only be submitted online, applications will not be accepted via email.
Merri-bek City Council is proudly diverse and an equal opportunity employer. We encourage applications from the Aboriginal and Torres Strait Islander community, people with disability, and people from every culture, sexuality and gender identity, age and ethnic background. Merri-bek City Council is a Child Safe organisation.
Merri-bek is focused on diverse representation of the community we serve. With this we value lived experience that could contribute to the shaping of this role and in turn will continue to provide representation and growth of safe and inclusive work culture.
We encourage everyone to apply and discuss opportunities to develop your knowledge and experience. Council is committed to removing barriers and access to employment where possible at any point in the recruitment, onboarding and during your time at Council. For further information regarding access or modifications you may require for a recruitment process please contact Danni Jovanovic, Recruitment Business Partner on ***********@merri-bek.vic.gov.au
Our Commitment
In May 2021, Merri-bek Council adopted a revised Statement of Commitment to Wurundjeri Woi-wurrung People and Aboriginal and Torres Strait Islander communities of the municipality. The statement recognises the Wurundjeri Woi-wurrung people as the traditional owners of the lands and waterways of our municipality.
Merri-bek City Council is committed to being a Child Safe Organisation and has zero tolerance for child abuse. We believe children and young people have the right to be and feel safe and that their safety and wellbeing is the responsibility of everyone. You can read more about our Child Safety Commitment Statement on our website.
