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Form of workWho we are:
The City of Salisbury is a local government entity and encompasses an area of 158km2. We are a customer focused organisation, providing essential services to residents and visitors, in a dynamic and flexible working environment.
We are a progressive, sustainable and connected community, where we celebrate our employee's and community's diversity and where people are valued and feel safe, included, connected and have a sense of belonging.
To deliver the best service to our customers we strive for a workforce that reflects the diverse community that we serve. We value diversity and the skills, knowledge and experience a diverse workforce brings to our organisation.
Our values (ReACH) encompass Respect, Accountability, Collaboration and Helpfulness. Do you want to work in a team based environment, delivering projects for the benefit of the community?
The Community Experience Team is the first point of contact for the Community with City of Salisbury, via phone, webchat and face to face options.
The role:
An exciting opportunity is here for an experienced Leader with outstanding customer service skills, who will lead the Community Experience team to deliver exceptional community service to all of council's internal and external customers.
The Community Experience team aims for a first point of contact resolution, assisting customers with information and requests and linking them with services.
It takes a special skill to handle the diverse range of issues encountered through the City of Salisbury Customer Centre. Our representatives pride themselves on their commitment to providing exceptional customer service to the community whilst displaying professionalism at all times.
To meet this challenge, you will need to demonstrate superior leadership, communication and interpersonal skills which enable you to effectively handle complex enquiries and maintain composure under pressure.
Your motivation, flexibility and positive attitude will ensure you fit in with this dynamic and proactive team. Problem solving skills are essential as is a strong focus on teamwork and continuous improvement.
Reporting to the Manager, Community Experience and working closely with the Business Transformation team to support the delivery of strategies and initiatives at enhancing exceptional Community Experience.
- Lead the daily operations of the Community Experience team to ensure the achievement of functional objectives, business plan and budget.
- Deliver exceptional community service to all of council's internal and external customers.
- Work with the Manager, Community Experience and Business Transformation team to support the delivery of strategies and initiatives aimed at enhancing exceptional Community Experience.
Specialist Skills & experience:
- Demonstrated experience in the management or supervision of a Customer Relations team including performance monitoring, budget management, change management and strategic planning
- Ability to motivate, coach and involve staff in a Customer Relations team
- Extensive interpersonal skills; including listening, empathy, sensitivity to particular needs and individual differences, assertiveness, confidence, and the ability to stay calm in difficult situations
- Proficient computer skills in Microsoft Office software packages, information systems, telephone systems and corporate IT systems including Salesforce, Pathway and ECM.
- Ability to assess, design and configure software modules relating to customer communications and corporate IT systems
Why you want to join this Team!
Bring your experience and energy to make a real difference, by leading a committed team. Manage what's important through excellent workplace flexibility and life balance.
Further information is available by accessing the Position Description.
Specific enquiries can be made to Chelsea Kroepsch on 8406 8222 or *********@salisbury.sa.gov.au
Applications close 12pm, Thursday 4 April 2024.
People who are of Aboriginal and Torres Strait Islander identity as well as people of culturally diverse backgrounds and of diverse abilities are encouraged to apply.
