Supervisors/Team Leaders (Call Centre & Customer Service)Government - Local (Government & Defence)
We are seeking a professional individual with strong customer service and leadership experience to join our local government for the role of Coordinator Customer Service.
About the City The City of Nedlands is located 7km from the Perth CBD and includes a diverse range of features from the beautiful river foreshore of Dalkeith and Nedlands to the crisp white sands of Swanbourne beach. With a dedicated workforce of professional service providers, we are committed to ensuring the City of Nedlands is a vibrant, safe, and inclusive community with a high standard of local services and facilities.
About the role Reporting to the Director of Corporate Services, the Coordinator Customer Service plays a key role in leading, motivating, and managing the customer service team to deliver exceptional service to both internal and external stakeholders. The role focuses on fostering a culture of continuous improvement.
This role is primarily based on-site at the City's Administration office, with limited opportunities for work from home due to the nature of the responsibilities.
Key responsibilities: Lead and train the Customer Service team in all aspects of customer service delivery, including the management of feedback, compliments, and complaints, and the resolution of complex customer issues.Oversee the accuracy of Personally Identifiable Information (PII) held by the City for its customers within the TechnologyOne system.Collect, analyse, and report on customer service data, interactions, and trends to management.Contribute to the review and ongoing improvement of the City's Customer Service Charter.Develop, implement, and review internal policies, procedures, and best practices, identifying opportunities to enhance the customer service experience.About the successful candidate To be successful in this role, you will have extensive experience in a supervisory or leadership position, with the ability to empower and support the City's frontline customer service team. You will need to be adaptable and capable of handling a wide range of enquiries from both internal and external stakeholders.
The ideal candidate will also possess:
Excellent interpersonal, communication, and time management skills.A strong working knowledge of Customer Relationship Management (CRM) systems, as well as familiarity with phone systems and modern business technologies.A Diploma or Degree in Business, Administration, Communications, or a related field, or significant experience in a similar role.Demonstrated experience in identifying and implementing process improvements.A current National Police Certificate.What We Offer This permanent, full-time position offers a cash salary of $95,463 - $111,058 per annum, dependent on skills and experience, plus superannuation.
5 weeks Annual Leave.Paid Parental Leave (12 weeks primary carer / 2 weeks partner leave).Up to 13.5% superannuation contributions.Training and development opportunities.Employee Assistance Program & Healthy Workplace Initiatives.Fitness Passport wellness program access.Novated Leasing and Salary Sacrifice options.Please read the position description to ensure a full understanding of the role. Applications must include a covering letter and resume demonstrating your suitability for the role.
How to apply Applications can be submitted online via the City's website before 5pm AWST, Wednesday, 9 October 2024.
Please note that early applications are highly recommended as the City reserves the right to close applications and appoint a candidate prior to the closing date.
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