Job description
Permanent Full Time
Band 6 ($89,846 to $97,345) plus 10.5% Super plus monthly Accrued Day Off
West Footscray, Melbourne
About Us
Maribyrnong City Council is undergoing significant change in population growth, redevelopment, and a transitioning economy is leading to an influx of new residents, businesses and opportunities. Maribyrnong is becoming a sought after residential area and a destination for foodies.
The Opportunity
We are searching for our new Team Leader Customer Service! This exciting opportunity will provide the right person with the opportunity to work with a customer focused team to deliver exceptional customer experiences.
Be part of enhancing our customer service culture by working in partnership across the organisation to drive a customer focused culture and delivering a high level of service with a focus on first-point resolution.
Key Responsibilities
Manage the daily functions of the Customer Service team and the responsibility for the provision of information and assistance with Council's services.
Provide and support a first point resolution service model through varied contact methods on behalf of Council and various departments.
Liaise and work in partnership across the organisation to drive a customer focused culture, increase communication and optimise the end-to-end customer experience, in support of the delivery of the ‘Putting the Customer First' Strategy.
Support the development and training of staff to ensure they have the skills and knowledge to provide a high quality customer experience.
To identify and contribute to continuous improvement initiatives through new ideas and identification of opportunities to streamline internal processes and enhance the overall customer experience.
About You
Sound knowledge of the operational requirements of Customer Service centres and contact centres.
Experience in the provision of high level customer service to the public, working in an administrative environment with a strong team focus.
Extensive experience in mentoring and training staff to achieve goals/KPI's in a customer focused environment.
Demonstrated understanding of and sensitivity to the needs of a diverse community and the ability to ensure effective and quality customer service.
Experience in maintaining administrative systems and detailed computer skills.
Why Choose Maribyrnong?
Work cross functionally in a friendly, supportive and professional multidisciplinary team;
Enjoy a flexible and inclusive work environment;
Work in a meaningful role within a Values driven organisation;
Enjoy an Accrued Day Off every month.
How to Apply
Please submit your Resume and a Cover Letter via our Careers website telling us why you think you would be a great fit for this position and outlining your relevant experience in support of your application by 10:00pm on the closing date listed.
To download a copy of the position description please visit us at: https://maribyrnong.recruitmenthub.com.au/Vacancies & enter ref code: 6223997
Equal Opportunity Employer
We are a child safe organisation and an equal opportunity employer. We embrace diversity and are committed to child safety and supporting the best interests of children in all our operations. Council encourages young people, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.
COVID-19 Vaccination Requirements
Directions from Victoria's Chief Health Officer require all Council workers to be fully vaccinated unless they are an Excepted Person as defined by the COVID-19 Mandatory Vaccination Pandemic Orders. All applicants must therefore be able to comply with this requirement when applying for a role with Maribyrnong City Council.
Enquiries: Rebecca Tobin, Coordinator Customer Service. Phone: (03) 7065 6725
Closing date: Wednesday, 1st February 2023, at 10 pm
Request
Customer service, Computer skills