Job Title: Customer Service Lead
Location: Altona
Employment Type: Short-term contract
Pay Rate: $50 per hour + super
Contract Dates: ASAP - March 2026
About the Role
We are seeking an experienced Customer Service Lead to coordinate the daily operations of the Customer Service team across multiple Council sites, including the Civic Centre and community platforms. This role is responsible for driving continuous improvement, enhancing customer experience, and supporting staff in connecting residents to solutions and referring them to the appropriate Council areas. The position will also contribute to service review and improvement initiatives, including standardisation of staff training and service level agreements.
Key Responsibilities
* Lead the Customer Service team to deliver consistent, high-quality customer experiences across all service channels.
* Oversee efficient and cutting-edge customer service delivery at multiple sites, including CRM systems and community platforms.
* Collaborate with managers and transformation teams to develop strategies that enhance customer experience outcomes.
* Design and implement core training programs for Customer Service Officers to ensure service excellence.
* Identify and support staff development initiatives to embed customer-centred practices and effective communication.
* Assist in developing and monitoring the customer service budget.
* Establish and maintain productive relationships with internal and external stakeholders.
* Prepare timely reports on key performance outcomes and metrics.
* Promote a robust commitment to workplace health and safety and risk management.
Skills and Experience
* Extensive experience in contact centre operations and customer service management.
* Senior leadership experience, including staff development and team motivation.
* Advanced knowledge of local government functions and services.
* Solid leadership, supervision, and workforce management skills.
* Comprehensive understanding of customer service contact centre practices and trends.
* Commitment to continuous improvement and innovation principles.
* Proficiency in CRM systems and computer-based enquiry tracking.
* Solid administration, planning, and budgeting skills.
* Excellent communication skills and ability to influence stakeholders.
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