Band 7 - $112,119 - $125,458 per annum (plus superannuation)
Temporary Part time - 35 hours per week (until 30 June 2026)
About Us
Located 35km to the southeast of Melbourne, Greater Dandenong City Council covers 129 square kilometres and has a population of over 169,000 people. The central activities district is Melbourne's second largest retail and commercial centre and includes large shopping complexes at Dandenong and Keysborough as well as the highly popular Dandenong Market.
Greater Dandenong City Council is the most culturally diverse locality in Australia, with residents from over 150 different birthplaces, nearly two-thirds of whom were born overseas. Key industries include manufacturing, health care and social assistance, retail trade, wholesale trade and transport.
We are a progressive organisation of exceptional character that offers a dynamic and rewarding work environment to approximately 900 employees. We recognise that our staff are vital to the delivery of excellent service to our community and the achievement of our long-term vision. We invest in the development of our people, and we strive to be a workplace that is respectful, engaged, accountable, creative and honest.
Why this role matters
Following a recent internal audit, we're strengthening our approach to complaints management—centralising processes and embedding best practice across Council. This short‑term role will lead the implementation of audit recommendations while also progressing other priority customer experience projects that lift service quality across the organisation.
The opportunity
As our Project Lead – Customer Experience, you'll deliver a fast‑paced program to modernise how we receive, resolve, and learn from complaints and drive broader customer experience initiatives. You'll work across departments and with senior stakeholders to ensure changes are implemented quickly and sustainably.
What You'll Lead
* Centralise complaint handling: Establish governance, workflows, and supporting procedures that are compliant, consistent and easy for staff to use.
* Enable technology and data foundations: Support configuration, testing, training, and reporting for complaints and customer experience initiatives.
* Build capability and culture: Coordinate training, stand up a network of champions, and embed change in everyday practice.
* Deliver other customer experience projects: Identify, plan, and execute initiatives that improve service delivery, efficiency, and customer satisfaction.
* Measure outcomes: Use pre‑ and post‑intervention metrics, capture customer insights, and report progress to leaders.
About You
You bring a customer‑centric mindset and the practical project skills to deliver results in a complex public sector environment.
Essential
* Solid understanding of local government services and typical organisational structures.
* Demonstrated experience improving processes and systems of work.
* Strong grasp of legislative/regulatory requirements and how to amend policies/procedures while maintaining compliance.
* Proven ability to lead projects and influence diverse stakeholders towards shared objectives.
Highly regarded
* Proficiency with project/workflow tools (e.g. MS Project).
* Formal project management qualifications or equivalent experience.
* Demonstrated experience working with change management models such as Prosci and Agile
Please ensure you address the key selection criteria outlined in the position description as part of your application.
The successful candidate will be asked to produce a clear Working with Children Check and will be asked to consent to a national police check (and where relevant an 'international criminal history check'), subject to the operation of spent conviction laws. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
Benefits Of Working With Us
Council believes in providing an environment where staff thrive, both in the work they do and in how they learn and develop as people and professionals.
Our workplace has an inclusive and diverse culture which encourages innovation and supports your work and life balance. There are plenty of opportunities to learn, develop and grow your career within our expanding and diverse organisation.
Our benefits include
* Competitive salary
* Salary sacrifice childcare (where available)
* Flexible working options supported including hybrid work
* Access to learning & development programs including study assistance
* Reward & recognition programs
* Health initiatives
* Access to our support and wellbeing programs
* A vibrant social club
For more information about our benefits, please visit our careers page: Working with Us
Council will consider flexible working arrangements for all positions. We embrace our diverse community and encourage applications from everyone including people of Aboriginal & Torres Strait Islander background, people of diverse sexual orientation and gender, people from culturally and linguistically diverse backgrounds, and people of varied age, ability, and faith. Council will give due consideration to any workplace adjustments to accommodate the needs of any prospective or existing staff member.
Council is committed to providing an inclusive and welcoming environment and promoting cultural safety and wellbeing for children
with zero tolerance for child abuse and harm.
If you require any access or reasonable adjustment at any point throughout the recruitment process, then please do let us know by contacting the listed Hiring Manager – your experience truly matters to us.
To apply
To apply for this position please complete the online application form including:
* A brief cover letter
* Your resume
* Response to key selection criteria
You will be required to answer selection questions as part of the application process. The selection process also includes the requirement for reference checks
Position Description:
Project Lead Customer Experience – 470.5 KB
Applications close:
5pm, Monday, 19 January 2026
Further information:
Acting Manager Customer Experience, Libby McInnes,