Customer Service Operations Lead

Description:

The Customer Experience Branch is the customer interface for the organisation and is responsible for delivering consistent and seamless experiences across all channels, in addition to leading our customer experience strategy and development.

Our Branch includes Customer Experience, Customer Operations and Corporate Records teams. The Operations Lead role sits within the Customer Operations team and works closely with the wider Branch to ensure quality and responsive service is achieved across all channels, including service centres, the contact centre and digital platforms.

Our ideal candidate has experience in leading high performing teams in a customer-centred, operational environment. We're looking for someone with a future-focused mindset, who is able to engage in innovative thinking when problem-solving and inspires their team along the way.

The candidate will need to be well-versed in analysing data to gain insights into customer trends and support business operations. Planning, organisation and communication are key skills to successfully oversee the operations of our customer channels and ensure the team has the required resources to deliver outstanding service to the community.

The Operations Lead role is diverse and fast-paced, with the opportunity to build extensive knowledge and partnerships across the organisation, as well as within a highly-connected team. Being a frontline team in Local Government, we are able to link the community with valuable services and programs within the City of Yarra and aim to deliver customer-centric, tailored solutions for internal and external customers.

Yarra City Council is a dynamic and progressive Organisation. We pride ourselves on our inclusive culture and continual progression. We aim to make a positive difference in people’s lives and continually improve service to the community.