Join to apply for the Senior Leader - Customer Service role at Logan City Council
Join to apply for the Senior Leader - Customer Service role at Logan City Council
Direct message the job poster from Logan City Council
Talent Acquisition Coordinator at Logan City Council
Location: Logan Central, however may travel to other Council locations.
We have an exciting opportunity to lead Logan City Council's Customer Service Program and shape the next chapter in how we serve our community.
In this role, you'll lead Logan City Council's Customer Service Program, driving both operational excellence and long-term service innovation. You'll be at the forefront of our digital transformation—guiding our customer operations evolution into automation and AI—while using data to uncover behavioural patterns that influence service outcomes.
Your ability to interpret performance metrics, identify behavioural drivers, and coach teams through change will be key to success. You'll lead a team of approximately 40 across three sites, fostering a high-performing, customer-focused culture.
Position Responsibilities include:
* Drive service excellence and behavioural change in a fast-paced, multichannel environment.
* Coach teams to align behaviours with service level expectations
* Build capability and culture across three sites
* Collaborate across Council to improve customer experience outcomes
* Influence service strategy and performance delivery.
* Lead with heart and clarity in times of change and transition.
* Use data insights to identify behavioural trends and drive service performance
About you:
You're a dynamic, people focused leader with a strong background in multi-channel customer operations, outsourcing models, or client services. You understand the numbers and psychology that make contact centres tick. You thrive in high-change environments and are confident using communication, persuasion, and listening to guide others through complex shifts.
Qualifications/ Requirements of the role:
* Current working rights for Australia
* Ability to undertake after-hours work requirements (on occasion)
* Ability to receive a satisfactory result for a National Police History Check??
Why choose Logan City Council?
We have a friendly, customer centric culture, supporting diverse and collaborative working relationships across the organisation, with a connection to purpose and community.
In addition to being centrally located, Logan City Council has great benefits to help support your professional and personal growth including:
* Accrue Additional Leave - Use your annual leave for when you want a break and accrue additional Christmas Leave throughout the year.
* Work-Life Balance - Full-time hours worked over a 9-day (72.5hr) fortnight, equating to an extra 22 days off each year
* Flexible Work - We support work-life balance with flexible working arrangements.
* Health & Wellness - Access to our Fitness Passport Program for a healthier lifestyle. Look after your health with our Corporate BUPA discount.
* Salary Packaging – Why not look into the right vehicle lease for your needs?
* Professional Growth – Take advantage of ongoing learning and development opportunities.
* Supportive Environment – Benefit from our Employee Assistance Program for your wellbeing.
* Engage – Enjoy the benefits of our active social club and engage with colleagues.
Who we are and the community we serve
The City of Logan is entering an exciting new phase with big picture thinkers helping to shape our future. There's purpose in our step and fresh energy in the air, with a focus on delivering exceptional service and value for money – with heart.
Here, neighbourly love is strong; environmental and business values run deep; and culture, heritage and diversity are in our DNA. The people of Logan are proud there are mavericks, makers and innovators who call this city home. We know our community and we care about them, when you join our Council, we want you to feel valued and understand how you are helping to shape the future of Logan.
Interested?
Please press the "Apply" button and follow the prompts by closing date of 5pm Friday, 27 June 2025.
For more information about the role or the salary, email RebeccaSutton@logan.qld.gov.au
* All documents are to be uploaded in PDF format & submitted online.
* Unsolicited applications will not be accepted.
* Applications will be retained for up to 12months for future consideration.
* If you require assistance or an adjustment throughout the recruitment process, please contact TAPTeam@logan.qld.gov.au
Council reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice.
Please click the link for more information about Logan City Council's Application process – Logan City Council
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service, Management, and Strategy/Planning
* Industries
Government Administration and Telephone Call Centers
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