Senior Customer Experience - Digital

About the Position

Our Customer and Communications team drives innovation and delivers results that delight customers. Leading the strategic management of marketing and communications, community engagement, place engagement, a fantastic range of events, the City’s digital transformation and Customer Experience.

We have an exciting opportunity for a Senior Customer Experience Officer - Digital to join the Contact Centre team! You will be responsible for the supervision and delivery of a professional, consistent, quality, and responsive customer service experience through our digital channels, supporting the City’s vision and commitment to provide the highest quality service both internally and externally.

Key Responsibilities

The duties of the Senior Customer Experience Officer - Digital will include but are not limited to:

• Works collaboratively with the Team Leader to ensure the provision of excellent Customer Experiences are delivered through our digital channels.
• Provides proactive support, assistance and advice to business units in relation to Digital customer service delivery, including complaint handling.
• Fosters an environment whereby Customer Experience Officers continuously improve their skills and knowledge to assist service delivery.
• Collaborates with the Customer Experience Business Improvement Team to develop processes relating to customer enquiries handled via digital channels and ensures the consistent delivery of accurate customer information.

About You

The following qualifications and experience are highly desired, but if you don’t tick all the boxes, you could still be a perfect fit for this role. Please apply, all applications will be considered.

• Certificate IV in business management, leadership or substantive equivalent work experience.
• Excellent leadership skills including the ability to effectively influence outcomes and provide guidance and support to team members.
• Demonstrated experience supporting team members, resolving complex enquiries and handling complaints.
• High level computer skills including use of Microsoft applications, Relationship Management systems and ability to understand reporting metrics.
• Previous experience handing customer enquiries through digital channels like email and web chat will be high advantageous.
• Experience in a customer service role in a senior position.

For further information, please refer to the position description. 

What We Offer

The City offers some great benefits including flexibility in when and where you work to ensure a work-life balance. You will also enjoy a range of other benefits including:

• Free parking and easy public transport access
• Free onsite fitness facilities and end of journey facilities
• Superannuation matching of up to 6%
• Professional development opportunities, including training, memberships, and study assistance
• Excellent leave entitlements including annual leave loading and the ability to purchase up to an additional 4 weeks’ annual leave per year
• 50% discount on gym memberships at our Stirling leisure centres – only applicable for perm/fixed-term employees
• Amazing in-house employee canteen
• Up to 10 weeks paid parental leave
• Employee health and wellness program and initiatives including yearly flu vaccinations
• Access to our Employee Assistance Program (EAP) for you and your family
• Generous study assistance
• Active social club
• Employee recognition program
• Novated Leasing (where applicable)

This full-time permanent position is a Level 6 Inside Workforce Agreement position which attracts a salary from $82,652.26 - $87,002.29 gross pro rata per annum plus superannuation.

How to Apply

www.stirling.wa.gov.au/employment

If you’re interested in this position, we want to hear from you so click ‘Apply’ now. If you have any questions about the position, please contact Stacey Halicki on (08) 9205 8***.

Applications close 6pm on 3 May 2024, however please be aware that we may commence interviewing of candidates prior to the closing date. We encourage you to apply now.

Attachments:
- Position Description Senior Customer Experience Officer Digital 20230601.pdf