Overview
Maitland, New South Wales – Full-time Description Senior Customer Experience Agent
About The Role Maitland City Council is seeking a Senior Customer Experience Agent to join our team and help deliver a positive, customer-focused experience for our community. You will deliver day-to-day customer experience services to our community, while guiding Customer Experience Agents in their daily responsibilities. Through coaching and mentoring, you will help foster a culture of exceptional customer service, build team capability and confidence, act as an escalation point for complex enquiries and specialist advice, and serve as a key communication link between the Customer Experience team and the organisation. You will champion projects, support continuous improvement of Council\'s systems, and identify opportunities to enhance the customer experience across digital channels, telephone services and face-to-face interactions.
Responsibilities
* Deliver day-to-day customer experience services to the community and guide Customer Experience Agents in their daily responsibilities.
* Provide coaching and mentoring to foster a culture of exceptional customer service and build team capability and confidence.
* Act as an escalation point for complex enquiries and provide specialist advice.
* Serve as a key communication link between the Customer Experience team and the organisation.
* Champion projects and support continuous improvement of Council\'s systems.
* Identify opportunities to enhance the customer experience across digital channels, telephone services and face-to-face interactions.
About You
* Substantial experience delivering and leading exceptional customer experiences within large, complex environments, supported by relevant training or education.
* Strong stakeholder engagement skills and the ability to communicate with diverse audiences while maintaining a solutions-focused mindset.
* Well-developed leadership capability with experience mentoring and coaching staff, approaching challenges with an open mind, being goal-oriented and demonstrating resilience.
* Availability to work Monday–Friday, between 8am–6pm, is essential.
Benefits
* Permanent full-time role, 35 hours per week, salary $91,165 – $101,196 + 12% super.
* Flexible work arrangements and a range of generous leave benefits including long service leave after five years.
* Paid Parental Leave and opportunities for career progression with training and development.
* Health & Wellbeing initiatives including Fitness Passport.
* Modern office spaces and facilities.
Questions
If after reading the role charter you have questions, contact Sam Millar, Customer Experience Lead, on 02 4934 9700.
How to Apply
To apply for this opportunity, please click 'Apply Now' and submit your resume and cover letter. In the application process you will be required to address two targeted questions (max 350 words each). Only candidates with current Australian work rights will be considered (Australian citizens, permanent residents, NZ citizens with a current passport, valid work visa).
What happens next
Once applications close, we will review all candidates against the role requirements and be in touch to advise the status of your application. Prior to an offer of employment, recommended candidates may undertake a medical assessment (including drug and alcohol testing) and other pre-employment checks (reference checks, psychometric testing or a criminal history check).
For more information about the recruitment process, visit the \"Jobs at Council\" page on our website.
Diversity, Equity, and Inclusion
Maitland City Council is dedicated to providing a workplace that is inclusive and supportive and reflective of the diverse community we serve. We support equal opportunities for all employees and encourage applications from people of all cultures, nationalities, identities, and abilities. If you have special considerations or accessibility requirements, please let us know in the recruitment process how we can meet your needs. For confidential questions about the recruitment process, please contact us at .
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