Team Leader Customer Services
vor 3 Wochen
Applications closing on 13 November 2024, 03:00 PM
Reference number VAC84-24Job Type: Full TimePackage: $86,537 to $95,155 per annum | Superannuation up to 16.5%Based in the beautiful inner western suburbs of Perth, the Town of Cambridge has some of the best natural areas, open spaces, recreation, and sporting facilities in the state; Town of Cambridge staff can effortlessly enjoy attractions such as City Beach, Galup (Lake Monger) and Bold Park in their lunch break, or after work.
Our mission is to maintain and enhance our very liveable suburbs, their streetscapes and character and our vibrant activity centres through strategic, cost-effective management of resources and an enhanced community experience.
The RoleThe Town of Cambridge is seeking an enthusiastic, highly motivated, and proactive leader who is passionate about fostering a culture of excellent client experience and service and making a positive contribution to the Town and its community.
With a can-do attitude, our team of customer service officers are committed to providing exceptional service to our residents and are seeking a Team Leader who can help and support them to take the Town's customer experience to the next level.
We are seeking a motivated and energetic Team Leader to lead our team of Customer Service Officers and to act as a champion across the organisation for the delivery of exceptional customer experiences.
The Town's team of Customer Service Officers act as the first point of contact for members of our community across multiple contact channels including face-to-face, phone and emails.
The team's primary focus is providing a consistent, responsive, and outstanding customer experience while maximising first contact resolution.
Selection CriteriaThe successful candidate's core values will mirror the Town's values of Friendly and helpful, Teamwork, Creativity, Integrity, and Respect, and be able to demonstrate the following:
Experience in a similar leadership or supervisory role and a commitment to delivering excellent customer serviceProfessional and empathetic approach to problem solving and the ability to remain calm in high pressure situationsThe ability to assess current processes and procedures to identify areas of improvement and the motivation to effect changes necessary to improve the delivery of customer service within the organisationOutstanding interpersonal skills with the ability to build relationships with a range of stakeholdersCustomer and solution focused with a can-do approach to problem solvingEffective time management skills and demonstrated attention to detailExperience in leadership or supervisory roles within Local Government will be highly regardedRight to work in Australia (birth certificate, current passport or current visa)The successful applicant will be required to have current National Police Clearance (No older than 3 months)Why Work for the Town of CambridgeFree car parkingFree access to Bold Park AquaticEmployee Assistance ProgramUp to 16% Superannuation (employer contribution)Flexible working hours / flexi-days22 days annual leave per year10 days personal leaveHealth and Wellbeing programTraining and Development opportunitiesQuarterly staff cultural awards13 weeks Long Service Leave after 10 years service in Local Government.
Pro-rata long service leave is available after 7 years' service (long service entitlements are transferable within Local Governments)Application RequirementsApplicants need to provide a covering letter addressing the following key criteria:
Demonstrated experience in supervising, coaching/mentoring a team to provide high quality and responsive internal and external customer service deliveryDemonstrated high standard of verbal and written communication skills including the ability to liaise confidently with the public and staff and effectively deal with challenging situationsDemonstrated experience in the efficient use of information systems and technology in particular strong customer relationship management systems and document management systemsDemonstrated ability to apply initiative to solve problems related to service delivery and recommend process improvementsGood attention to detail and the ability to effectively manage competing priorities and tasks and deadlinesExperience in cash handling and reconciliation will be highly regardedExperience in project and change management is desirableComprehensive knowledge of local government practices and procedures is highly desirableHow to ApplyIf you want to help contribute to the Town of Cambridge and make a difference to our community, we would like to hear from you
Should you require any further information regarding this position please contact Jo Casey, Manager Strategy and Communications for a confidential discussion on .
Applications can be submitted online and require you to upload a current resume and complete a one-page cover letter as part of the application process.
Please review the Applicant Information Pack and Position Description above prior to commencing your application.
Click on the 'Apply Online' button to apply.
Closing Date: 3pm, Wednesday, 13 November 2024; interviews may be conducted with suitable candidates prior to the closing date.
Therefore, the Town reserves the right to close applications prior to the aforementioned date
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