About the role
In this role, you will oversee the customer service provision on behalf of the department in relation to both community and developer enquiries. You will lead the development and implementation of priority projects, business improvement initiatives and quality assurance improvements needed to ensure the department continually delivers positive customer experiences.

Key responsibilities include:

• Develop and lead customer experience strategies aimed at reducing direct customer-to-engineer contact and improving overall responsiveness.
• Align departmental customer service with a tiered service offering mindset through collaboration with internal stakeholders and leadership.
• Design and implement tools, systems, and guidelines to ensure consistent, informative communication with external customers.
• Engage with key customers to evaluate and improve services, driving continuous improvement in customer service delivery.
• Provide specialist advice, quality assurance, and support for leadership in developing procedures and communications that enhance the customer experience.

About you
To be successful in this role, you will have a Tertiary qualification in a business, project management and engagement or related discipline or lesser qualification with extensive experience in customer service.

Essential Experience:

• Significant demonstrated ability to improve business processes which deliver better customer outcomes and experience.
• Proven ability to lead, facilitate and coordinate groups, with interpersonal skills to gain cooperation and assistance from others.
• Demonstrated project management experience from planning to implementation and evaluation.
• Ability to prepare clearly written briefs, presentations, stories, web content and any other relevant material relating to the responsibilities of the department.
• Demonstrated experience in developing high quality briefings, presentations and departmental correspondence showing clear understanding of audience and the objectives of the communication.

If this sounds like the role for you, then click apply now! 

A career with us
We’d love for you to continue your career with the City and set the benchmark for a sustainable, inclusive and culturally safe workplace.  With a range of benefits, flexible working options, learning and development opportunities, support services and the opportunity to give back to the community, the City has so much to offer!

Click https://www.geelongaustralia.com.au/employment/article/item/8d1155a0d84344d.aspx to view all the benefits to you working at the City.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries
Click the Position Description link to view more information about this position.

Enquiries: Shaun Nuttall, Manager Civil Infrastructure | snuttall@geelongcity.vic.gov.au  

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

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