Do you combine creativity, high energy, and strong experience? This is a unique opportunity to lead a team and drive exceptional customer satisfaction, using your expertise to shape and elevate our frontline customer experience.
Reporting to the Manager Customer and Communications, the Lead Customer Relations is responsible for leading the customer relations team that delivers frontline, customer facing services at the Civic Centre that support the whole of council. This includes the contact centre, reception, cashier functions and other administrative support services.
Position Description – Lead, Customer Relations In this position, you will:
* Provide leadership to the team to deliver workforce planning, professional development planning, upskilling and ongoing continuous improvement.
* Be a key stakeholder in developing the platform to build a better digital experience for customers.
* Support key developments and projects outlined in our Customer Experience (CX) Strategy 2023 - 2028 and play an important role in developing future-facing customer strategies.
About you:
* Track record of leadership, not only just managing a team but inspiring them.
* Skills to manage a diverse array of customer service functions, ensuring seamless experiences for all.
* Demonstrated experience in crafting a truly great workplace culture.
* Ability to pinpoint opportunities for improvement and streamline processes for maximum efficiency.
* Someone who embraces the future by actively supporting technological change and enhance our digital capabilities.
* Have sound financial acumen, including making expenditure decisions within budget limits.
* Have a tertiary qualification in business management or demonstrated equivalent experience.
* Be willing to undergo a pre-employment medical and police check
Apply today!
We encourage people of Aboriginal and Torres Strait Islander identity, as well as people of culturally diverse backgrounds and diverse abilities, to apply.
Applications Close 5pm Friday 20 March 2026.
For more information or a confidential discussion please contact Matthew Taylor, Acting Manager Customer and Communications on 0488 977 050.
Discover your potential at the City of Tea Tree Gully.
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