Team Leader Customer Contact

• Lead the delivery of extraordinary Customer Service to residents and customers
• Ensure continuous quality improvement
• Permanent Full Time | 35hr Week | Central Parramatta Location

The City of Parramatta is going through unprecedented change and transformation as we grow and transform into a Global City. The intensity of growth and investment in City of Parramatta means that Council, their partners, and community have a once-in-a-generation opportunity to shape the City's future and ensure it is culturally, socially, environmentally, and economically sustainable.

About the role

Ensure the delivery of extraordinary customer service to our residents and customers as Team Leader Customer Contact and lead a team of professional Contact Centre staff to achieve Council's strategic objectives and vision for City of Parramatta.

This roles provides operational support in all aspects of Customer Service across the City of Parramatta to achieve key performance indicators, ensuring continuous quality improvement and compliance, achieving best practice and compliance towards policies and guidelines in managing a range of systems, procedures and administrative activities as directed by the customer service centre Manager.

About You

The successful candidate must have:

• Tertiary qualification in customer service, administration, business (or a related discipline) or a significant amount of comparable industry experience in a project lead capacity.
• 5+ years customer service leadership experience, with a proven track record of achieving objectives.
• Demonstrated experience in supervising diverse teams to deliver customer service plans and processes.
• Demonstrable detailed understanding of the relevant legislative and regulatory requirements applicable to the designated area and the ability to practically apply this knowledge.
• Experience and understanding of a Workforce Management System and Rostering Tool, to assist with optimising resources through forecasting, scheduling and monitoring of workforce in real time, through diverse omni-channels and/or locations.
• Experience working with a Queue Management Solution including updating ticket options, reporting and data collection.

What's on offer

We are offering an attractive remuneration from $98,129.17 plus 11% superannuation.

In addition City of Parramatta also offer excellent employee benefits which include:

• A range of flexible work arrangements including hybrid WFH arrangements
• 14 weeks paid parental leave
• Access to Long Service Leave after 5 years
• Central Parramatta location (Public transport at our door, discounted parking)
• Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave, 2 days health and wellbeing leave per year)
• Learning and development opportunities
• Health and Wellbeing programs (Fitness Passport, flu shots, etc.)

Want to know more?

Further information about this role can be found in the Position Description.

How to apply

Candidates MUST apply online.

Applications close 9pm, Sunday, 5th May 2024 and will not be accepted through any other medium.

The successful candidate is required to be vaccinated (at least 2 doses of a TGA approved COVID-19 vaccine) in accordance with Council's vaccination policy. Candidates may submit a medical contraindication for Council's consideration.

This position requires the successful candidate to complete a Criminal History Records Check and a Pre-Employment Medical, which also includes a Drug and Alcohol test and Resilience Test.

The City of Parramatta supports a Drug and Alcohol-free working environment and employees may be subject to random testing as a result.

Inclusion, Diversity and belonging lies at the heart of how we recruit at the City of Parramatta. We continue to commit to creating a diverse and inclusive workplace and hire great people with a wide variety of skills, experiences, and backgrounds. We invite candidates of all ages, people with disability, Aboriginal and Torres Strait Islander Peoples, women, veterans, LGBTIQA+ and other culturally diverse groups. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights in Australia to apply for this position.