About the role

The Customer Service and Information Management Branch champions customer service excellence and operates as a link between our customers and Council services by managing customer service delivery and corporate information. As a Team Leader within our front-line customer service delivery team, this role will offer you work variety where no 2 days will ever be the same.

Basic duties your role will include:

• Providing effective team leadership including mentoring and coaching team members and contributing to the creation and maintaining of a strong team culture.
• Supporting the co-ordination of the day-to-day operations of the customer service centres to achieve service targets consistently.
• Implementing and delivering operational changes to procedures and processes.
• Working with Business / Service Units to improve knowledge about services, processes and procedures across the Council.
• Responding to escalated customer complaints or enquiries exercising initiative, judgement and discretion in a variety of situations.

What we are looking for:

If you're the sort of leader who is motivated, customer orientated and thrives in a high performing team environment - then this is a fantastic role for you! 

• Previous experience leading a high-volume busy contact centre team in a multi-channel complex operating environment.
• Previous experience working with local government in similar roles and is highly desirable.
• Exceptional leadership skills in coaching and developing staff, managing performance and leading change in a dynamic contact centre environment.
• A genuine passion for customer service and the ability to translate this focus to your team.
• High level analytical problem-solving skills.
• A commitment to your own performance and achieving the objectives and key performance indicators for the role.
• Well-developed communication (verbal and written) and interpersonal skills and the ability to maintain effective working relationships with all stakeholders at all levels.
• Strong team building skills.
• Exceptionally good PC and systems skills with a solid understanding of contemporary contact centre technology such as Genesys, Pathway, TechOne is highly desirable.
• The willingness to provide, receive and act on feedback.
• High levels of resilience and the ability to work autonomously.

Minimum requirements of the role include:

• Be available as an escalation point afterhours on an "as required" basis to support on call operations staff
• 'C' class drivers' licence
• Ability to provide satisfactory results for a national police history and all employment related background checks

For more detailed information on the requirements of the role, please refer to the position description, by clicking HERE.

Who we are

We’re a contemporary local government organisation entering an exciting new phase. We’re moving forward with purpose and fresh energy, with a focus on delivering exceptional services and value for money – with heart. We care about the community we serve and we care about each other. When you work with us, we want you to feel valued, and to understand your role and how your work contributes to the bigger picture.

The community we serve

The City of Logan is a proud, grassroots community, filled with mavericks, makers and innovators. Here, neighbourly love is strong; environmental and business values run deep; and culture, heritage and diversity is our DNA.

What we offer

• Full-time hours worked over a 9-day (72.5hr) fortnight - that's an extra 22 days off each year!
• Stream A, Level 5 starting from $88,069.57 / year plus superannuation
• Generous 12% superannuation contribution, after 12months of service (permanent staff only)
• Supportive culture that promotes a healthy work/ life balance
• Fitness Passport Program
• Ongoing learning and development opportunities
• Salary Packaging options
• Employee assistance program
• Free onsite parking
• On-Site coffee shop
• Active social club

Interested?

If you would still like some more information about the role after reading the position description then contact our hiring manager, Allison Fegan - Customer Service Operations Coordinator (Acting) via email allisonfegan@logan.qld.gov.au

To express your interest in this role, please click ‘APPLY’ and submit your Resume and a Cover Letter outlining your relevant skills and experience in support of your application by the closing date of 5pm AEST Monday 2^nd October 2023

Thank you for considering joining the Logan City Council. We cannot wait to learn more about you! 

If you want to learn more about us visit: LinkedIn, Logan City Council Careers