Job Task Analysis - Customer & Corporate Performance Leadership

• Manage with purpose, deliver impact and shape the customer experience! 

• Join us in making a difference to the Community and shaping the future 

• Permanent full time position on site 

• Band 8 $128,692 - $144,350 per annum (dependent on experience) plus superannuation  

• Primary Location:  Cheltenham  

Join our team as a Head of Customer Channels  

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 Head of Customer Channels to join our team. In this role, you will be leading and overseeing the strategic direction and operational management of mainstream customer channels within the organisation. This role aims to enhance customer satisfaction, drive the adoption of the Customer Experience Strategy, and ensure the effective delivery of service initiatives across the Council for the mainstream customer channels.  

What you’ll deliver:                           

• Team Leadership: Provide expert leadership to build a high-performing, engaged team aligned with strategic goals, fostering a culture of feedback, collaboration and customer focus 

• Planning and Continuous Improvement: Direct, implement, and review service delivery and organisational strategies to enhance service performance 

• Performance Reporting: Oversee the development, preparation, review, and ongoing management of customer experience, service levels and satisfaction key performance indicators 

• Customer service excellence: Support initiatives that improve satisfaction, streamline processes, and ensure the highest quality of service delivery 

• Systems and knowledge management: Manage customer service systems and information tools that support efficient, consistent, and data-focused service outcomes 

 What You’ll Bring:  

The following qualifications and experience are required for the position: 

• Extensive experience guiding a team, providing operational and strategic direction in a customer centric call centre environment over at least 5 years 

• Strong management capability with a focus on empowerment, engagement, and performance improvement 

• Extensive knowledge of call centre technology, systems and best practice operations 

• Extensive training in customer service delivery, performance management and administration. 

• Post graduate qualifications in business management or related discipline (desirable) 

• Experience working in Local Government or a comparable regulated public sector environment (desirable) 

 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:  

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.  We look forward to hearing from you! 

For any inquiries about the position, please contact Chris Heath, Manager Customer Experience & Corporate Performance at chris.heath@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 Work for Kingston?  

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.