- Permanent, Full time
- $97,099.24 per annum plus Superannuation
- Join the Customer Experience team
Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.
The Customer Experience Team Leader assumes a critical role in providing effective leadership and guidance to the Customer Experience team. They are responsible for overseeing daily operations, cultivating a customer-focused culture, and ensuring the delivery of high-quality service to the community. As a role model, the Team Leader sets the standard, fosters a positive work environment, and actively contributes to continuous improvement initiatives.
What you’ll be doing:
- Collaborate with the CX Leadership Team and Team Leader colleagues to ensure the smooth operation of a busy Contact Centre and Service Desks – ensuring resources are effectively managed to meet demand while maintaining high levels of service.
- To provide assistance and input in developing and administering policies and procedures related to the Customer Service Team.
- Participate in regular meetings with the Customer Experience Leadership Team to discuss service levels, system development and performance targets.
- Contribute to and participate in continuous improvement initiatives, and achievement of Unit actions and goals.
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs) by monitoring team performance and taking proactive measures to address any deviations.
- Handle and resolve complex customer inquiries and complaints, utilizing effective communication skills and a customer-centric approach.
- Assist in the implementation of the Hume's Customer Complaint Handling procedures and oversee the timely and efficient resolution of issues and effective case management of complex matters across the Customer Service Team.
- Establish robust performance planning and management processes that provides real-time feedback and formal performance evaluations, ensuring that service standards are upheld, and continuous improvement opportunities are identified.
- Create and maintain Customer Service Team rosters to ensure customer demand is met and tasks/locations of work are distributed fairly across the team.
- Shared coverage of the Customer Service sick phone and adjusting of the roster to ensure coverage of unplanned absences.
- Foster a positive and inclusive work environment by promoting teamwork, collaboration, and open communication among team members.
- Conduct regular performance evaluations, providing constructive feedback and identifying areas for improvement or development.
- Facilitate effective communication channels within the Customer Experience Team, ensuring team members are well-informed about current issues, systems, procedures, and practices.
- Contribute to implementing effective strategies for staff retention, recognition, and motivation to foster a high-performing and engaged team.
The skills and experience you’ll bring to the role:
- Minimum of 5 years' experience in a customer service environment, demonstrating a strong understanding of customer service principles and practices.
- Enhanced knowledge of customer service principles, best practices, and emerging trends in the relevant context
- Highly developed verbal and written communication skills to effectively negotiate and resolve complex customer inquiries.
- Thorough understanding of customer service metrics and the ability to manage and analyse them to drive continuous improvement in service delivery.
- Ability to assess individual and team performance, identify skills gaps, and develop a training strategy to improve performance.
- Proficiency in Microsoft Office systems, customer service systems, and call centre technology to ensure excellent customer experiences.
- Experience in dealing with customer inquiries across various contact channels, including online platforms and social media.
- Proven experience in leading, motivating, and developing a professional team, with a focus on modelling behaviours that improve performance.
- Demonstrated commitment to continuous improvement, with the ability to enhance procedures, processes, and initiate new initiatives to drive efficiency and effectiveness.
Why Hume City Council?
A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:
We’re better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.
We’re in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.
We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.
All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.
We offer a competitive salary package, professional development opportunities, and a supportive work environment.
A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.
All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check. #LI-Hybrid