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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 3 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 anextra 22 days offeach 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 Friday, 27 June 2025 .
* 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 (emailprotected)
Council reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice.
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Logan is home to more than 313,000 people from more than 217 different cultures. We celebrate our diversity and the rich and varied lifestyle it offers. Logan is also a very young city with around 50 per cent of residents aged 30 or younger. This adds energy and enthusiasm to our community and gives us a real vibrancy. No wonder we have become known as one of the most diverse cities in Australia.
As a young city, Logan's residential neighbourhoods are predominantly fresh and contemporary. New estates continue to flourish, giving locals a wide range of lifestyle options, from leafy suburbs to bushland acreage. Many older suburbs predating the city's short history have been revitalised through urban and community renewal partnership projects between Logan City Council and the Queensland Government.
Source: This is an extract from the company's own website.
Logan is home to more than 313,000 people from more than 217 different cultures. We celebrate our diversity and the rich and varied lifestyle it offers. Logan is also a very young city with around 50 per cent of residents aged 30 or younger. This adds energy and enthusiasm to our community and gives us a real vibrancy. No wonder we have become known as one of the most diverse cities in Australia.
As a young city, Logan's residential neighbourhoods are predominantly fresh and contemporary. New estates continue to flourish, giving locals a wide range of lifestyle options, from leafy suburbs to bushland acreage. Many older suburbs predating the city's short history have been revitalised through urban and community renewal partnership projects between Logan City Council and the Queensland Government.
Source: This is an extract from the company's own website.
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