Blacktown City Council

Team Leader Customer Experience

Blacktown City is a growing and thriving city, located halfway between Sydney City and the Blue Mountains. With 435,000 residents, we are the largest and most diverse city in NSW, spread across 54 suburbs. Blacktown City is vibrant, dynamic and multicultural, home to a large First Nations community, and more than 180 different birthplaces and languages.

With $22.6 billion regional economy, Blacktown City is also home to 30,000 businesses. Working at Blacktown City Council provides widespread, exciting professional opportunities. Our Council is leading the transformation of Blacktown City and Western Sydney. We are implementing a vision for a modern city, full of opportunity for our residents and businesses.

Our Council is led by highly skilled and experienced professionals, working with talented and  passionate teams across a diverse range of business units. We are delivering high quality, customer-focused services, experiences, and facilities, and leading a program of strategic planning, activity and investment.

Blacktown City Council strives to be an inclusive workplace for all people. We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, veterans and people with disabilities.

About the opportunity

We are currently seeking a motivated and experienced candidate to lead the day-to-day management of our Information Centre, this is a busy and dynamic team operating our call centre and customer information counters.

This role is responsible for all aspects of the customer experience team’s performance, ensuring all objectives and metrics are met, in addition to supporting and developing the team. An ideal candidate will manage the implementation of our customer experience strategy and business improvement initiatives.

It is a permanent, full-time opportunity, both complex and challenging and requires a person who is results driven, can foster successful internal and external relationships, and is well versed in customer experience operating metrics. 

Some of the key responsibilities of this role are:

• Demonstrate interpersonal and people management skills in the supervision of our Customer Experience team
• Identify problem areas of service delivery across the Council
• Provide support to the coordinator customer experience to achieve KPI targets.

Qualifications and experience

Essential:

• Certificate IV in customer service, local government, business administration or a related field
• Experience in managing and monitoring a team in a call centre environment
• Solid customer service experience in either telephone or face-to-face enquiries in a high-volume area
• Experience in call centre operations including complaint management handling experience
• Excellent written and oral communication skills and the ability to coach in a team environment
• Demonstrated ability to work in and contribute to a team environment whilst working with minimal supervision
• High-level cash handling experience.

Desirable:

• Demonstrated knowledge of local government activities and responsibilities
• Experience in Technology One, TRIM and SharePoint applications.

Remuneration and benefits

The salary and conditions of employment are in accordance with Blacktown City Council’s Enterprise Agreement.

• Entry level for this position starts at $1,730.04 per week
• 35-hour working week 
• Opportunity to participate in Council's flextime arrangement
• Employee benefits such as leave entitlements (where applicable), 11.5% employer contribution payable to your nominated superannuation fund, Fitness Passport, gym membership discounts, and social clubs.

Our commitment to safety

Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre-employment phase, and via a series of random and cause testing.

We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.

Position description 

Click here to view or download the position description.

  Apply now using our fast and easy-to-use online application process:

1. Have your resume and any other relevant documentation ready to attach. 
2. Have a personal email address ready to use and complete your application without 'logging out' of the system.
3. Review the questions and decide on your responses before commencing your application.

   Best of luck.

Closing date:           Friday 14 February 2025, 11.59 pm    

Contact officer:       Jessica Suazo on 9839 6290

Internal ref:              BCC739