* Support optimising customer service systems to drive performance and customer experience
* Hybrid & flexible working options + regular WFH days each week
* Limited tenure (July 2027) full time position + monthly RDO for 40 hour week
* $99,920 - $108,913 Band 6 + Super (subject to exp)
Benefits
* True flexibility with hybrid work, compressed hours, RDOs and the option to purchase additional leave, because life comes first.
* Our Ways of Working (OWOW) - our activity‐based model allows you to work in different spaces, locations and with the latest technology.
* Reproductive health leave, up to 5 days of paid leave to support our employees
* THRIVE Wellbeing Program - access a suite of wellbeing initiatives, learning opportunities and resources to support your mental, physical and emotional wellbeing.
* 24/7 confidential counselling for you and your immediate family, offering support whenever you need it.
* Family‐friendly leave options, including 16 weeks paid primary caregiver leave, to support you through life's biggest moments.
* Ongoing professional development to help you grow your skills and advance your career.
* Free Workout Wednesdays, discounted gym memberships and an on‐site café – convenience in one place.
* Private Health discounts for employees, through the access of the local government health plan.
* Enjoy our stunning, architecturally designed workspace, complete with free coffee, a community library and free parking.
* Be part of a team that truly lives its values: Dream Big, Empower Each Other, Make Our Community Proud.
* Paid Christmas Shut Down Leave
* And more https://www.casey.vic.gov.au/benefits-of-working-city-of-casey.
About the Role
This is a hands‐on, high‐impact role where you'll take ownership of the systems that underpin customer service delivery. As the Customer Systems Specialist, you'll ensure contact centre and customer platforms are stable, optimised, and continuously improving to meet operational demand and evolving customer expectations.
Acting as the bridge between Customer Operations, Digital and Technology teams, you'll provide expert advice, drive system enhancements, and use data‐driven insights to improve performance, customer experience, and service outcomes. This role is ideal for someone who thrives in a fast‐paced environment, enjoys solving complex system challenges, and wants to directly influence how customers interact with Council services.
What You'll Deliver
* Reliable, high‐performing contact centre and customer systems that meet operational and customer demand in collaboration with the IT applications team.
* Timely resolution and proactive management of system issues, including critical incident coordination.
* Data‐driven insights and reporting to identify improvement opportunities and optimise service performance.
* Effective support of system enhancements, upgrades and go‐lives, ensuring operational readiness.
* Continuous improvement of customer experience through system optimisation, IVR enhancements and analytics‐driven outcomes.
What You'll Bring
* Proven experience managing and improving contact centre or customer service systems.
* Strong ability to translate business needs into system solutions, acting as a trusted SME across teams.
* Experience using data, dashboards and analytics to drive performance and continuous improvement.Solid stakeholder engagement skills, with the ability to influence across Operations, Digital and Technology.
* A proactive, solutions‐focused mindset with the ability to manage competing priorities in a fast‐paced environment.
* Willingness to undergo pre‐employment background checks including National Criminal History Check, Working with Children Check, Eligibility to Work check.
We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islands, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds.
We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments.
For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or Talent@casey.vic.gov.au.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
The City of Casey reserves the right not to make any appointments for this position.
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