Manager Customer Experience & Corporate Performance A key leadership position working with a range of stakeholders to deliver improved community value.
Lead a dynamic team focused on superior customer experience and corporate performance. Promote and lead continuous improvement across a range of disciplines. The Position
Recognising that customer experience and community satisfaction reflects Council performance, this role seeks to deliver and facilitate continuous improvement across a range of functions, placing people at the very centre of service design and delivery, while operating within a statutory governance framework.
Managing Customer Channels, Complaint and Service Resolution, Service Improvement and Design and Corporate Planning and Performance, the role has both an operational and strategic function, with a significant focus on performance and efficiency, deriving business insights and driving change through data analytics, process mapping and understanding community expectations and customer need.
Reporting to the General Manager of Customer & Corporate Support, this role is recognised as strategically and operationally influential at the highest levels, including the Executive Leadership Team and Council itself.
The role requires someone with a strong commitment to genuine facilitation and an ability to lead change as Council begins a pathway to consistently deliver improved performance demonstrated by transparent reporting across a broad range of statutory and organisational metrics.
The Organisation
The City of Kingston is located approximately 15km south of Melbourne, surrounded by the cities of Bayside, Monash, Glen Eira, Greater Dandenong and Frankston. Kingston is recognised as one of Victoria's main employment centres and largest industrial sectors, with more than 70,000 people employed across 15,500 businesses. Almost 30 per cent of the community also work locally.
Kingston is a diverse community with an estimated population of 167,228, which consists of a range of cultures, ages and household types. By 2041 the population is forecast to reach 198,340 people.
Applications close: 12 January 2025
To apply - click 'Quick apply', using reference KCCmce1124, addressing your cover letter and resume to Katie Hooker, of Future Leadership, or call 1300 347 437 for further information.
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