About the role
In this pivotal role, you will oversee the team’s handling of customer enquiries, providing guidance on complex issues and resolving escalations effectively. As a dynamic leader, you'll set clear performance objectives and KPIs, ensuring your team consistently meets or exceeds targets. You will monitor customer interactions to assess service quality, identify areas for improvement, and implement targeted training programs. Collaboration with other departments will be key as you stay informed about relevant information and services to support effective responses. Additionally, you will drive process enhancements and operational efficiency, stay current with industry trends, and prepare regular performance reports to inform decision-making. Your leadership will help optimise call handling, manage workforce resources, and support cultural change within the department.

Work type: Permanent Full Time
Classification: Band 6 ($90,263 - $97,365 pa plus super)

Key responsibilities include:

• Oversee the team's handling of customer enquiries, providing guidance on complex issues and ensuring swift and accurate resolutions. Be the immediate point of support to handle escalated customer enquiry.
• As a part of the Contact Centre leadership team, provide strong leadership to the Contact Centre staff, fostering a positive and motivated work environment.
• Monitor customer interactions to assess service quality, identify areas for improvement, and implement necessary training programs.
• Proactively identify areas for process enhancement and operational efficiency within the contact centre, undertaking evaluation across all channels to ensure that standard customer service practices are followed, and quality is maintained.
• Prepare regular reports on enquiries, performance, and present key metrics and trends, and utilise the data and insights to make informed decision and improve service levels.
• Conduct regular performance evaluations, coaching sessions, and team meetings to support professional growth and development.

About you
To be successful in this role, you will have relevant Certificate IV qualifications or higher in Customer service, Business Administration, or similar, and relevant experience in a similar position.

Essential Experience:

• Proven experience in a leadership role within a contact centre environment, with the ability to foster an environment for high-functioning, productive and engaged teams to operate.
• Strong understanding of customer service operations and best practices including call handing, ticketing systems, queue management and workforce optimisation and demonstrated record of strong commitment and achievement in meeting customer needs.
• Demonstrated experience in successfully managing local level system, process, and culture change.
• Well-developed communication skills, verbal and written, to prepare correspondence, reports, and presentations.
• Demonstrated ability to analyse data and use insights to drive performance and process improvements.
• Proficiency in resolving conflicts and managing challenging interactions with customers or team members in a professional and empathetic manner.
• Preferred candidates will be required to undergo a National Police Check as part of the recruitment process (funded by the City).

If this sounds like the role for you, then click apply now! 

Child Safety Responsibilities   
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.  

Diversity and Inclusion  
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.  

Create our future together at the City of Greater Geelong
Join the City of Greater Geelong, a community-focused workplace on Wadawurrung Country. We deliver over 130 services to our growing population, striving to make our city a great place to live, work, and study. Our central location for Central Geelong-based employees is the Civic Precinct, Wurriki Nyal, a modern, sustainable, and inclusive workplace, along with our outreach locations.

If you're passionate about inclusivity and community, apply now – we’d love to meet you!

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries

Click the Position Description link to view more information about this position.

Enquiries:  Himmat Singh | Manager Customer Service | Himmat.Singh@geelongcity.vic.gov.au

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

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