Team Leader Customer Experience
Core
Lead a team providing high-quality, efficient, and positive end-to-end experiences for internal and external customers across multiple Council sites and touchpoints.
Role type
Team Leader Customer Experience
Builds
Customer service operations across call centres, front counters, and service centres
Domain
Local Government / Public Sector
Deliverable
client delivery
Required skills
Team leadership, decision-making, problem-solving, change management, conflict resolution, CRM administration, application processing, certificate production, cashiering, roster management, trend analysis, service improvement implementation
Preferred skills
Justice of the Peace eligibility, tertiary qualifications
Responsibilities
Oversee seamless customer experiences, cultivate a customer-centric culture, monitor work volumes, identify emerging issues or trends, recommend changes, administer a Customer Relationship Management System, process applications, produce certificates, handle cashiering and end-of-day reconciliation, lead staff across multiple service points
Seniority
Mid-level, hands-on IC
