Description At the heart of Whitehorse City Council, our community drives us. We’re seeking a passionate Coordinator Customer Service Operations to lead our dynamic Customer Service Team Leaders and Customer Service Officers towards delivering unparalleled customer experiences. This is your chance to play a pivotal role in enhancing customer satisfaction and ensuring seamless, empowering interactions with our community. Salary $117,139 per annum 11.5% Superannuation Great leadership opportunity to grow your career Supportive leaders and opportunity for professional development At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of the evolving changes and needs of the community, the organisation is undertaking an exciting transformation journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our transformation focus on: Excellent Customer Experience and Service Delivery Great Organisational Culture Innovation and Continuous Improvement Good Governance and Integrity Long Term Financial Sustainability The role: Step into the role of a visionary leader, guiding a talented ensemble of Customer Service Team Leaders and Customer Service Officers, each one dedicated to the art of excellence. Imagine yourself orchestrating a symphony of best practice methodologies, all aimed at crafting extraordinary experiences for our community members. Ignite a spirit of innovation and continuous improvement within our customer service operations, making every interaction a testament to our commitment to the community we serve. You'll be one of the architects behind enhancing our call centres quality processes, systems, and strategies, ensuring every note resonates with efficiency and empathy. This is your chance to shine a spotlight on the importance of our community, transforming everyday tasks into impactful contributions that nurture the heart of our local government. Join us, and let's create a legacy of service that echoes throughout our community About you: You will have a background in direct customer service and a commitment to service excellence. You’ll have strong experience leading people through change and cultivating a high-performance culture and team morale. You will be comfortable with data and analytics, comfortable with critically analysing reports for what they’re actually measuring and what insights they might reveal, so that you can recommend and implement appropriate actions. Contract management experience will assist you greatly. You’ll be committed to empowering and developing people and have demonstrated experience working as part of leadership teams. Experience with telephony or omni-channel systems with teams over multiple sites, webchat or AI-assisted client responses will be highly regarded. In return, we will offer: The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community. Great working conditions – a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance. An extensive Health and Wellbeing offering – Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges. Career opportunities – engaging work and the opportunity to apply your skills and experience. Transformation - We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement. Reward & Recognition - extensive reward and recognition program, corporate learning offerings, study assistance and comprehensive leadership development programs. Further Information Further information is available from Mel Thompson on 03 8873 9150. Applications close 17 November 2024. How to Apply: Visit our website to submit your application addressing the selection criteria in one page or less and on a separate page describe a situation where you played a pivotal role in helping a team through a major transformation. What specific actions did you take to guide the team, overcome resistance, and drive positive outcomes? Your leadership can guide us towards a future where every interaction with our community counts. Apply today to make a real difference Come and join the transformation Download the Position Description: Coordinator Customer Service Operations City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all. Whitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments. ABOUT US The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people. Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure facilities. Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne’s largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include: A welcoming and supportive working environment Great opportunities for training and to build a long-term career within Whitehorse or the local government sector. Extensive employee health and wellbeing programs including flexible working arrangements Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases. Competitive terms and conditions of employment Ample onsite parking at most facilities with ready access to public transport Active Social Club with a calendar of events through the year