Job Task Analysis - Customer & Corporate Performance Leadership

• Work collaboratively to create positive experiences at every interaction and take pride in our customer-first approach
• Take pride in a customer-first approach and commitment to delivering service excellence across every channel
• Full time, permanent role onsite
• $100,968 - $110,162 per annum (dependent on experience) plus superannuation
• Primary Location:  Cheltenham

Join our team as a Customer Channels Coordinator

The Customer Channels Team is the first point of contact for the community to connect with Council services. Supporting external and internal customers the team provides a critical service to support the needs of our community moving forward.

About this opportunity:

We are looking for a Coordinator Customer Channels to join our team. In this role, you will provide leadership and operational oversight to the Customer Service Officers, ensuring exceptional customer experiences in alignment that align with Council values and goals.

The role is key to optimising team performance, fostering staff development, and maintaining compliance with relevant legislation and organisational standards. By advocating for continuous improvement, innovation, and a customer focused mindset, you will help build a productive, engaged, and resilient team that supports the evolving needs of both the organisation and the community.

What you’ll deliver                          

• Leadership: Provide effective direction to build a high performing, engaged team aligned with strategic objectives
• Direction: Ensure the right people, skills and knowledge are in place through planning, training, coaching and performance development
• Process Development: Review and refine systems and processes to improve team efficiency and enhance service delivery
• Collaboration: Work closely with other Council departments to ensure consistent service delivery and great customer outcomes.
• Continuous Improvement: Drive initiatives that promote efficiency, staff engagement, and a positive workplace culture.

Your Skills and Experience

• Substantial experience (min 5 years) leading a team and providing operational direction in a customer centric call centre environment
• Solid understanding of call centre technology and modern work practices. Experience with the Genesys Cloud platform is desirable.
• Strong knowledge of customer service operations, process improvement, and workforce planning
• Proven ability to train, mentor, and manage staff performance effectively
• Tertiary qualifications in business management or related discipline are desirable.
• Experience working in Local Government or a comparable regulated public sector environment is an advantage.

The right candidate will be able to demonstrate the City of Kingston’s values of

We make a difference ǀ We show care and respect ǀ We take pride in our work ǀ We are better together

Don’t meet every single requirement for this role? At Kingston Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn’t perfectly align to the criteria we encourage you to submit your application.

How to Apply

To learn more about this role, please view the full Position Description on our Careers website

If you are interested in this opportunity, please submit your resume and a cover letter outlining your experience and how it relates to the role. To apply, please click the ‘Apply’ button.

All applications must be submitted online through our careers portal.  Please note that we do not accept applications or inquiries from recruitment agencies

Enquiries

For any enquiries about the position, please contact Megan Soroczynski, Head of Customer Channels at megan.soroczynski@kingston.vic.gov.au

To be considered for this role, applicants must have the legal right to work in Australia.

For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at peopleandculture@kingston.vic.gov.au

About Kingston 

Kingston Council’s collective focus is on delivering exceptional service that achieves our vision and meets community expectations.

We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.

Why you’ll love working for us

At Kingston Council, we believe in fostering an inclusive workplace where everyone feels valued. We support diversity and encourage applications from persons of all backgrounds. Here are some reasons why you might love working with us: 

• Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
• Learning and development opportunities through professional development programs
• Access to accrued day off every four weeks (Full time employees only)
• Salary Packaging
• Purchase leave options
• Career development opportunities,
• Study/development assistance
• Discounted gym memberships
• 16 weeks paid parental leave for both primary and partner carers
• Employee Assistance Programs (EAP)
• Social club events
• Close to Public transport
• Free Onsite parking

For further information visit our website Join our team - City of Kingston

Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.

We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.

Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We support adjustments throughout the recruitment and selection process, as well as during employment.