Job Task Analysis - Workforce and Knowledge Management Officer

• Are you passionate about data, analysis and supporting systems that enable exceptional customer service and driving continuous improvement? 

• Manage operational excellence and shape the future of customer experience across the Council 

• Permanent FT position on site 

• Band 6 $98,266 - $107,214per annum (dependent on experience) plus superannuation  

• Primary Location:  Cheltenham  

Join our team as a Workforce & Knowledge Management Officer  

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 the role:   

We are looking for a Workforce & Knowledge Management Officer to join our team. In this role, you will support the operational effectiveness of the Customer Channels Team, ensuring the delivery of exceptional customer service through the efficient administration, delivery and oversight of Key Performance Indicators, data analysis and insights, key communication platforms and support systems. 

 What you’ll deliver:                            

• Operations & support: Oversee the operational delivery of Customer Channels Team tools and platforms such as the Unified Communications System. 

• Performance monitoring and reporting: Work closely with internal teams and external partners to support a unified customer-focused approach, ensuring information is accurate, accessible, and shared for continuous learning 

• Strategic Management: Contribute to the continual review and improvement of processes and systems to streamline work activities and improve the efficiency of the team.  

• Stakeholder Collaboration & Knowledge Sharing: Work closely with internal teams and external partners to support a unified customer-focused approach, ensuring information is accurate, accessible, and shared for continuous learning 

 What You’ll Bring:  

The following qualifications and experience are required for the position: 

• Substantial experience (minimum 5 years) in a customer-centric call centre or customer service environment, with proven expertise in supporting service delivery and managing customer service systems such as Genesys Cloud. 

• Strong knowledge of call centre technology, multi-channel platforms, data analysis, performance reporting, rostering, knowledge management and workforce planning.

• Clear and effective communication skills that simplify complex information for diverse audiences 

• A problem-solving mindset and eagerness to learn, adapt, and collaborate across teams to build strong relationships. 

• Demonstrated training in customer service, continuous improvement methodologies and administration. 

• Flexibility to work outside regular hours as needed to maintain service continuity. 

• Tertiary qualifications in business management, information management, data analysis or related fields are desirable. Experience in Local Government or regulated sector is a plus. 

If you’re ready to make a real impact by delivering seamless, high-quality customer experiences and growing your skills in a supportive, dynamic team, we want to hear from you! 

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 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.