Senior Customer Experience Officer - Digital Community Development | Perth Metropolitan
About the Position Our Customer and Communications team drivesinnovation and delivers results that delight customers. Leading thestrategic management of marketing and communications, communityengagement, place engagement, a fantastic range of events, theCity's digital transformation and customer experience.
We have an exciting opportunity for a Senior Customer ExperienceOfficer - Digital to join the Contact Centre team! You will beresponsible for the supervision and delivery of a professional,consistent, quality, and responsive customer service experiencethrough our digital channels, supporting the City's visionand commitment to provide the highest quality service bothinternally and externally.
Key Responsibilities The duties of the Senior Customer Experience Officer - Digitalwill include but are not limited to:
Works collaboratively with the Team Leader to ensure theprovision of excellent customer experiences are deliveredthrough our digital channels.Provides proactive support, assistance and advice tobusiness units in relation to Digital customer servicedelivery, including complaint handling.Fosters an environment whereby Customer Experience Officerscontinuously improve their skills and knowledge to assistservice delivery.Collaborates with the Customer Experience BusinessImprovement Team to develop processes relating to customerenquiries handled via digital channels and ensures theconsistent delivery of accurate customer information.About You The following qualifications and experience are highly desired,but if you don't tick all the boxes, you could still be aperfect fit for this role. Please apply, all applications will beconsidered.
Certificate IV in business management, leadership orsubstantive equivalent work experience.Excellent leadership skills including the ability toeffectively influence outcomes and provide guidance and supportto team members.Demonstrated experience supporting team members, resolvingcomplex enquiries and handling complaints.High level computer skills including use of Microsoftapplications, Relationship Management systems and ability tounderstand reporting metrics.Previous experience handing customer enquiries throughdigital channels like email and web chat will be highadvantageous.Experience in a customer service role in a seniorposition.For further information, please refer to the positiondescription.
What We Offer The City offers some great benefits including flexibility inwhen and where you work to ensure a work-life balance. You willalso enjoy a range of other benefits including:
Free parking and easy public transport accessFree onsite fitness facilities and end of journeyfacilitiesSuperannuation matching of up to 6%Professional development opportunities, including training,memberships, and study assistanceExcellent leave entitlements including annual leave loadingand the ability to purchase up to an additional 4 weeks'annual leave per year50% discount on gym memberships at our Stirling leisurecentres – only applicable for perm/fixed-termemployeesAmazing in-house employee canteenUp to 10 weeks paid parental leaveEmployee health and wellness program and initiativesincluding yearly flu vaccinationsAccess to our Employee Assistance Program (EAP) for you andyour familyGenerous study assistanceActive social clubEmployee recognition programNovated Leasing (where applicable)This full-time permanent position is a Level 6 Inside WorkforceAgreement position which attracts a salary from $82,652.26 -$87,002.29 gross pro rata per annum plus superannuation.
If you're interested in this position, we want to hearfrom you so click 'Apply' now. If youhave any questions about the position, please contact StaceyHalicki on (08) 9205 8993.
Applications close 6pm on 3 May 2024, howeverplease be aware that we may commence interviewing of candidatesprior to the closing date. We encourage you to apply now.
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