Team Leader Customer Experience

About Us

The City of Stirling is a vibrant and progressive place, with a picturesque and diverse landscape. Located just 8km north of the Perth CBD, punctuated by some of Perth’s most popular destinations, the region is a major cosmopolitan, multicultural, and commercial hub and an exciting place to live, work and invest. Home to a community of more than 223,000 residents, and employing approximately 1,500 employees, our City is diverse in more ways than one, with a unique mix of cultures, lifestyles and abundant opportunities spanning its 30 suburbs.

About the Position

The City’s Customer and Communications Business Unit is looking for an inspiring and experienced professional to represent and lead the Customer Service Contact Centre Team.

The Customer ExperienceTeam Leader is responsible for leadership, management, continuous improvement and service delivery to ensure the consistent achievement of Customer Experience excellence.

Based at the City’s Administration Centre, this fast-paced, dynamic and rewarding position will see you undertake daily customer service responsibilities alongside your team and champion the City’s Customer Service Charter - driving Moments that Matter whilst mentoring and training a high-performing team.

Key Responsibilities

The duties of the Team Leader Customer Experience will include but are not limited to:

• Provide operational leadership of the Contact Centre team including the coaching, training and development of team members.
• Lead the delivery of professional, effective and responsive customer service provided via the City’s dedicated Contact Centre omnichannels.
• Apply research and analytics insights to recommend and deliver continuous improvement and innovation.
• Positively and professionally represent Customer Service; supporting the City’s vision, values and commitment to provide the highest quality service both internally and externally.
• Fostering an inclusive and positive workplace culture that inspires and influences team diversity and harmony.

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.

• Diploma in Business Management, Leadership or substantive equivalent work experience
• Experience in a customer service supervisory role
• Excellent communication skills with advanced interpersonal skills
• Comprehensive knowledge of customer service principles and practices

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 permanent full-time position is a Level 7 Inside Workforce Agreement position which attract a salary from $93,235.12 - $98,143.25 gross pro rata per annum plus superannuation.

To be eligible to work for us, you need to provide, or have ability obtain a:

• A copy of Australian driving licence
• National Police Clearance (valid within the last 3 months)
• Pre-Employment Medical and DAS clearance
• The right to work in Australia

More about the City

The City of Stirling is a diverse and thriving local government in Western Australia, with over 223,000 residents, spanning 30 suburbs, the City is a cosmopolitan, multicultural and economic hub.

With over 1,400 employees, the City embraces its diverse workforce by supporting work-life balance and offering opportunities for progression and development. Here at City of Stirling we celebrate and support inclusion and diversity.

We acknowledge the traditional custodians of the City of Stirling, the Wadjak People of the Nyoongar Nation, and the Aboriginal and Torres Strait Islander peoples of Australia. We will act with compassion and respect towards all people and value people of all abilities, ages, religions, faiths, sexualities, gender identity and cultural backgrounds.

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 Rebecca Embleton-Smith I (08) 9205 8***

Applications close 6pm on 16 February 2024, however please be aware that we may commence interviewing of candidates prior to the closing date. We encourage you to apply now.