Customer Service Operations Lead

Apply now Job no: 103730
Work type: Full time
Location: Melbourne
Categories: Management, Administration, Community, Human resources, Services

Customer Service Operations Lead

Permanent Full Time (Flexible) 38 hours

Band 6 $88,405 - $96,243 + super + RDO


The Customer Service Branch is the customer interface for the organisation and is responsible for delivering consistent and seamless experiences across all channels, in addition to leading our customer experience strategy and development. 

Our Branch includes Customer Experience, Customer Operations and Corporate Records teams. The Operations Lead role sits within the Customer Operations team and works closely with the wider Branch to ensure quality and responsive service is achieved across all channels, including service centres, the contact centre and digital platforms. 

Our ideal candidate has experience in leading high performing teams in a customer-centred, operational environment. We're looking for someone with a future-focused mindset, who is able to engage in innovative thinking when problem-solving and inspires their team along the way.

The candidate will need to be well-versed in analysing data to gain insights into customer trends and support business operations. Planning, organisation and communication are key skills to successfully oversee the operations of our customer channels and ensure the team has the required resources to deliver outstanding service to the community.   

The Operations Lead role is diverse and fast-paced, with the opportunity to build extensive knowledge and partnerships across the organisation, as well as within a highly-connected team. Being a frontline team in Local Government, we are able to link the community with valuable services and programs within the City of Yarra and aim to deliver customer-centric, tailored solutions for internal and external customers. 

Yarra City Council is a dynamic and progressive Organisation. We pride ourselves on our inclusive culture and continual progression. We aim to make a positive difference in people’s lives and continually improve service to the community.

For further information see the position description or contact Claire Sanders, Coordinator Customer Operations via

Download File 103730 Customer Service Operations Lead - Position Description - September 2021.docx

Applications close at 11.55pm on 22nd September 2021.

In your application, the selection panel will assess your CV against the technical skills, abilities, and qualifications of the Position Description as well as your separate responses to the Key Selection Criteria.

*This position is subject to satisfactory (Police Check, Working with Children Check, and a pre-employment medical assessment) prior to commencement. Pre-employment checks are not used by Yarra City Council to prevent any applicant from applying for this position. Each application will be considered on its merits.

Yarra City Council is committed to being a child safe organisation and supports flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as gay, lesbian, bisexual, transgender, intersex or queer. We draw pride and strength from our diversity, remain open to new approaches and actively foster an inclusive workplace that celebrates the contribution made by all our people.

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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