Lead a talented team to deliver exceptional customer and community experience.
Create a better everyday experience for people contacting council.
Deliver engaging Library services and programs that meet community needs.
East Gippsland Shire Council is one of the most beautiful regions in Victoria, with friendly local communities, breathtaking scenery and lifestyles that are the envy of many. As shire staff, we are locals. We live and work in our communities and care deeply about them. We support our communities to navigate any challenges, so our influence has a positive impact. East Gippsland Shire Council is a large regional council covering 10% of Victoria, with a workforce of over 600 passionate community members.
Position overview
Are you passionate about creating a better everyday experience for our residents and customers? We are looking for a Customer Experience (CX) Manager to lead proactive initiatives that improve customer satisfaction and drive continuous improvement across our services. Reporting to the General Manager – Business Excellence, you will play a crucial role in aligning CX strategies with our business objectives.
In this role you will:
Lead our call centre, service centres, remote library services and visitor information centres. Develop and implement customer strategies, tools, and frameworks informed by insights, data analytics, and market trends. Proactively identify customer challenges and collaborate with stakeholders to design effective solutions. Project manage CX initiatives to ensure alignment with Council strategic priorities and goals. Create and distribute communication packs to stakeholders for smooth execution of CX strategies. Measure and report on the success of CX initiatives, leveraging data for continuous improvement. Work with operational teams to identify pain points in the customer journey and drive operational enhancements. Advocate for a customer-first mindset across all levels of the organisation. Build relationships with a wide range of local and statewide organisations and represent and advocate for East Gippsland Shire at local, regional and Statewide forums and networks. What we're looking for (Key Selection Criteria):
Deep understanding of customer experience methodologies and best practices. Exceptional leadership skills with the ability to motivate and inspire multi-disciplinary teams. Demonstrated experience in strategic planning and change management focused on impactful CX initiatives. Proven stakeholder management skills, with the ability to influence and build relationships across the organisation and in the community. Strong project management skills, including facilitation and presentation abilities. This is a permanent, full-time opportunity, based in Bairnsdale.
How To Apply
If this sounds like your next career and lifestyle move, apply now and attach:
A covering letter detailing why you are interested in the position and addressing the Key Selection Criteria. A current resume . Applications close at 11.59pm on 11 December 2024. Interviews will be held W/C 16 December 2024.
Questions? For a confidential discussion, please contact Sarah Johnston, General Manager Business Excellence , on (03) 5153 9500.
East Gippsland Shire Council is committed to being a diverse and inclusive organisation that supports flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islander people, people who identify as LGBTIQA+, gender diverse people, religiously, culturally and linguistically diverse people and people of any age.
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