Australia Job Openings
The City of Cockburn
Customer Experience Team Leader (px130.24)
Perth
FULL TIME
September 3, 2024
The City of Cockburn is one of the major coastal cities in Western Australia. With a growing and vibrant community, we’re a magnet for families and lifestyle hunters who want to live, work and play here. We’re a place of opportunity and we’re focused on delivering for our community.
The City of Cockburn delivers outstanding service to its dynamic and rapidly growing community using a progressive and contemporary delivery model, to achieve our vision of Cockburn, the best place to be.
We provide our employees with generous employment conditions and highly desirable lifestyle benefits including:
- Generous superannuation (up to 15.5%)
- Professional development opportunities
- Additional 2 days of leave per year
- Cockburn ARC membership and wellness programs
We are recruiting a full-time Team Leader to lead our Customer Experience team. Effective leadership is crucial for the team delivering high-quality, accessible customer service to ratepayers and the community.
The Team Leader role provides support, supervision, coaching, and direction to our busy centralised Customer Experience team and also involves significant administration duties.
The Team is the first point of contact for the City and provides the community with information on the City’s diverse range of services via a variety of channels. We are entering an exciting phase with the implementation of omni channel contact centre software.
About You
You are an experienced and passionate Customer Experience Leader motivated to lead, encourage, and develop individuals within your team to ensure it achieves its goals. You must be able to work in a high-pressure environment, have a strong appetite for change, and be able to build strong positive relationships across service departments. You show initiative, empathy, and have the ability to resolve escalated customer service issues in a professional and solution focussed manner.
In addition, the successful applicant will possess the following;
- Demonstrated experience in people leadership and management within a customer service/inbound contact centre environment.
- Experience of cash handling, EFTPOS and reconciliation procedures.
- Highly developed customer service, conflict resolution and interpersonal skills.
- Excellent verbal and written communication skills.
- Excellent administration skills.
- Previous experience in using Genesys software will be highly regarded.
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