Customer Service Centre Manager

Description:

• Flexible working conditions
• Permanent full-time position - 35 hours per week

The City of Parramatta is going through unprecedented change and transformation as it becomes Sydney’s Central City. The intensity of growth and investment in City of Parramatta means that Council, their partners, and community have a once-in-a-generation opportunity to shape the City’s future and ensure it is culturally, socially, environmentally, and economically sustainable.
 

About the role
At Council, our customers are at the heart of everything we do. As our Customer Service Centre Manager, you will play a vital role promoting continuous improvement and innovation to drive a customer-centric culture of service. You will also be responsible for mentoring a team of customer service specialists and implementing key initiatives and tools to create a seamless experience for the customers and communities that we serve. This is a strategic and hands-on opportunity that is best suited for a dynamic, engaging, and experienced individual looking to make an impact.
 

Key Responsibilities:
 

• Develop and implement first level customer interaction strategies to drive excellence in the frontline customer interface.

• Develop and maintain effective response systems and procedures for dealing with both internal and external customer enquiries, service requests and complaints to facilitate responsive resolutions.

• Lead and manage projects using robust, proactive and contemporary project management methodology, controls, risk management and reporting to ensure projects meet the approved scope and agreed expectations.

• Support the ongoing transition of customers from non-digital to digital/automated services platforms, including investing in continuous improvement and efficiency programs that will lead to an enhanced customer experience.

• Oversee the provision of technical advice and effective access to information under the Government Information (Public Access) (GIPA) Act and associated legislation to provide timely customer service to Council’s stakeholders.

• Provide advice to Exec utive Leadership, Councillors, staff, customers and stakeholders as required.

About the person
In addition to possessing relevant experience and tertiary qualification in customer service or related area, you will be adept at managing expectations, building partnerships, and influencing others. As a seasoned Customer Service Centre Manager, you’re extremely resilient, and can think on your feet and remain calm under pressure. You also have a proven track record of achieving strategic objects and leading diverse, multi-disciplinary teams. Importantly, you have a desire to make a real impact and difference for our customers and community.
 

What’s on offer
We are offering an attractive salary from $152,437.56 p.a. plus Super. City of Parramatta also offers excellent employee benefits which can be accessed by the successful candidate.
 

Want to know more?
Further information regarding the requirements of this role can be found in the attached Position Description. Alternatively, for a confidential discussion please email