Customer Experience Lead

The City of Joondalup takes pride in being a Local Government that has been internationally recognised for providing outstanding services to the local community. To continue to set the standard in WA Local Government for innovative services and programs, we are seeking highly motivated, enthusiastic employees who will be committed to making a positive contribution to the City and its community.

Customer Experience Lead – Full Time – Fixed Term Contract

• Salary: $117,186 - $124,718 per annum (Level 9)
• Plus up to 14.5% superannuation (conditions apply)
• Fixed Term Full time – up to 04 December 2025
• Ref No: 24-093

Are you an experienced and creative customer service professional who is eager to make a difference within a vibrant community?  

The City is seeking a highly motivated individual to lead the Customer Care team and identify, develop and implement organisational wide approaches and systems that improve and enhance the customer experience.

Applicants need to provide a covering letter addressing the following:

• Tertiary qualifications in Customer Service, Marketing, Research, Business or related discipline (equivalent experience in a similar role may be considered).
• Demonstrated experience in planning and coordinating high level organisational customer service strategic projects, service review and service development.
• Demonstrated experience in managing Contact Centre environments.
• Extensive experience in change management, and in facilitating and coordinating multidisciplinary project teams.
• Comprehensive knowledge of contemporary customer service principles and best practice, customer centric systems, research and data collection methods, customer service analysis, budget/financial measures and workforce planning and forecasting.
• Substantial people management skills, including the ability to manage and develop staff.
• Ability to deal with highly sensitive, political and confidential issues and highly developed written communication skills.

If you are interested, we would like to hear from you. Further information can be obtained by calling Vandana Kadian, Change Management Lead, on 08 9400 4303.

To apply, please click on the "Apply" button above, and submit your resume and a covering letter online, addressing the above criteria. Applications close at 11:55pm on Monday 9 September 2024.

The City of Joondalup is committed to diversity and inclusion within all organisational practices and is an equal opportunity employer. The City encourages Aboriginal and Torres Strait Islander peoples, people of culturally and linguistically diverse backgrounds, people with a disability, people of all ages, sexualities and genders to apply for this position.

All employees and prospective employees of the City of Joondalup are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.