Business Services - Information Technology Services | Customer Service/Call Centre
Experienced in leading initiatives in human centred and service design.Experience in the local government or services industry.3-Year management contract, excellent salary and conditions.Why Choose Us Townsville City Council is the largest local government authority in Northern Australia. We are committed to creating value by growing Townsville through driving economic diversity and generating an enriching lifestyle.
Our organisation provides and maintains close to $9 billion worth of community assets including water and wastewater network and treatment plants, bridges, drainage, roads, waste management, community facilities, sporting venues and more.
We contribute to an active lifestyle for our residents and visitors through events, providing recreational facilities, protecting the natural environment and heritage, while creating a mentally and physically healthy city.
We are driving economic diversity and cultivating an enriching lifestyle, growing a city for this and future generations by building a vibrant, sustainable and innovative city.
Council's vision is for Townsville to be a connected, lifestyle driven and innovation focused city while continuing to deliver service excellence and to be led by our community to create an exciting today and future.
Our Vision: A globally connected community driven by lifestyle and nature.
Our Purpose: Grow Townsville
Our Values: Safety, Excellence, Respect, Value, Enjoyment
About the Role This position plays a key role in the Customer and Digital Services and working collaboratively across Council to champion Service Design in support of our purpose of Growing Townsville and to deliver the Corporate Plan in consultation with the Townsville Community.
Accountable to the Team Manager Planning and Delivery, this position will be focused on the needs and aspirations of the Townsville community; growing and managing customer relationships, developing a culture of customer-centricity and personal accountability; and reshaping how we deliver services to maximise value; the customer experience (CX).
About You You will work across the business to design and define the superior customer experience, design and implement strategies and solutions to enhance customer experience at key service points.
Undertake research and identify actionable insights and areas for improvement of the overall customer experience. Develop and lead, design concepts in the program/BAU initiatives, from concept through to delivery while working alongside stakeholders to create a shared understanding of outcomes and deliver key initiatives, projects and service design actions. Demonstrated experience delivering Service Blueprints, Customer Journeys, Human Centred Design research and project delivery required.
How to Apply Your application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume and attached copies of any licences and qualifications as per the key requirements of the role.
For further information review the Position Description. Closing Date: 11.45pm, Sunday 26 January 2025. What We Offer Up to 5 weeks annual leaveUp to 3 weeks Personal/Carers Leave14 weeks paid Parental LeaveDomestic and Family Violence LeaveLong Service Leave available pro rata after seven yearsSalary Sacrifice opportunitiesLearning and Development opportunitiesFitness Passport program offering discounted membership to selected gym, pool, and yoga facilitiesEmployee Loyalty Program offering discounts at selected local businessesEmployee Assistance Program* The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings. We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply! All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a 'zero tolerance' policy to drugs and alcohol in the workplace. If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact ****** or phone 07 4727 9004 for a confidential discussion.
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