At a Glance
- Tasks: Lead a passionate customer service team to deliver top-notch support and improve customer experiences.
- Company: Join Bayside City Council, dedicated to building thriving communities and extraordinary places.
- Benefits: Enjoy flexible work arrangements, generous leave, and wellbeing programs.
- Other info: Be part of a diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in the community while developing your leadership skills.
- Qualifications: Experience in leading customer service teams and strong communication skills required.
The predicted salary is between 118508 - 118508 $ per year.
Employment Status: Permanent
Days & Hours of Work: 5 days, totalling 38 hours per week.
Competitive Salary: $118,508.69 per annum + 12% superannuation.
Location: Corporate Centre in Sandringham, with some flexibility to work from home.
About Us: We are a passionate organisation, connected in our shared goal to be ‘sector leading’ in all that we do for the community and each other. Home to over 100,000 residents, Bayside City Council's enduring purpose is building extraordinary places, thriving communities, and better futures. Bayside Council is an equal-opportunity employer committed to providing an accessible and safe working environment that embraces and values child safety, diversity, and inclusion. Our organisational strategy is made up of three priorities and we consider these in everything we do: Diversity, Equity & Inclusion, Customer Experience and Results Matter.
About the Role: The Coordinator Customer Contact Centre leads Bayside's customer service team, delivering high-quality, customer-focused services across all contact channels. Reporting to the Manager Advocacy, Communications and Engagement, this role is responsible for service performance, workforce capability, continuous improvement and stakeholder engagement. You will lead a dedicated customer service team and work across the organisation to achieve positive customer experiences and outcomes.
You will be responsible for:
- Leading the Customer Contact Centre to deliver consistent, high-quality customer service.
- Setting priorities and managing competing demands.
- Monitoring service performance, customer outcomes and team capability.
- Overseeing team performance and service delivery outcomes.
- Fostering a positive and collaborative team culture.
- Building strong relationships across Council to improve service delivery and customer experience.
- Driving continuous improvement initiatives that improve efficiency and customer outcomes.
Key Selection Criteria: To be successful in this role, you will bring the following skills and competencies:
- Proven experience leading and developing customer service or service delivery teams.
- Strong experience managing and understanding of customer service operations, performance and service standards.
- Record of sound judgement and prioritisation.
- Excellent communication and stakeholder engagement skills.
- Strong analytical and problem-solving skills, with the ability to use data and insights to inform decisions.
- Demonstrated experience leading continuous improvement and change initiatives.
- Relevant tertiary qualifications or equivalent experience.
Mandatory pre-employment requirements:
- Be willing to undergo and complete a satisfactory criminal history check.
- Provide or obtain an employment-based Working with Children check.
What we can offer you in return:
- A work life/balance through flexible and hybrid working arrangements.
- Generous leave provisions, including accrued time off, parental leave, four days of wellbeing leave per year, cultural and ceremonial leave, gender affirmation leave, plus the ability to purchase up to four weeks additional leave per year.
- Dedicated Staff Wellbeing programs, events and gym membership discounts.
- Learning and development opportunities so our people can grow and thrive.
- A Parkland surrounded office that is only short 500m stroll to the beach.
- Free onsite staff parking.
If you are ready to be part of our incredible organisation, and you think this role is the right fit for you, then we look forward to finding out more about you and what you would bring to this role. Please note - Shortlisting will commence prior to the closing date so we encourage you to submit your application as soon as possible.
If you would like to learn more about this opportunity or have any questions, please contact Stuart Eaton, Manager Advocacy, Communications & Engagement on 03 03 9599 4884 or via email ******@bayside.vic.gov.au.
Bayside City Council prides itself on its values of Respect Each Other, Own It, Work Together and Find Better Ways. Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land, and we pay our respects to their Elders, past, present and emerging as well as all Aboriginal or Torres Strait Islander community members with us today. We are an equal opportunity employer committed to an equitable, diverse and socially inclusive work environment. We actively encourage applicants with Aboriginal and Torres Strait Islander heritage, people living with disability, LGBTIQA+ people and people from culturally diverse backgrounds to apply for this opportunity.
Coordinator Customer Contact Centre in Melbourne employer: Bayside City Council
Bayside City Council is an excellent employer, offering a supportive work culture that values transparency and fairness in its operations. Employees benefit from hybrid work arrangements, fostering a healthy work-life balance, while also having access to professional development opportunities that encourage growth within the organisation. Working in Melbourne, VIC, you will be part of a dedicated team committed to serving the community and making a meaningful impact.
