At Wollongong City Council we have a steadfast commitment to creating an Extraordinary Wollongong. We are in an exciting period of transformation and focused on delivering exceptional services, infrastructure and facilities for our community.
Our strength is the diversity of our people. Together our responsibility is to create an inclusive place where everyone is welcome, valued and belongs. We lead with courage, openness and curiosity. Our conversations and actions celebrate diversity, inclusion and belonging. Learn more about us here.
About the role
The Customer Experience (CX) Manager leads Council's Customer Service team and is responsible for the development and implementation of customer experience improvement strategies, programs and initiatives in support of Council's Operational and Strategic Plans. The role is responsible for the ongoing development of a customer-centric culture across all levels of Council that has inclusiveness and accessibility at the core of every service that we provide.
The CX Manager needs to have a creative and innovative mindset, with a keen focus on simplifying the customer journey, improving the overall customer experience and can excite others with their vision for customer service.
The provision of leadership in this area will require you to work across the organisation in initiating, developing, managing and implementing a range of projects that ensure an ongoing connection between our people and our customers, and the delivery of outstanding services in line with customer expectations.
About you
We're looking for an energetic and innovative leader with experience in customer service and customer experience management. With a strong background in leadership, you thrive in managing teams, projects, and operations to deliver exceptional results.
Your expertise in customer journey mapping, data analysis, and service delivery improvement equips you to identify and implement strategies that enhance the overall customer experience. You have a proven ability to lead change initiatives, embed customer-centric practices, and foster a positive culture of continuous improvement across an organisation.
You bring strong project management skills, financial oversight capabilities, and the ability to develop and execute strategic plans that align with organisational goals. Your understanding of compliance, policy development, and stakeholder engagement enables you to navigate complex environments while delivering streamlined and accessible customer services.
This is a permanent full-time position. Salary from: $131,988 up to $155,476 per annum plus superannuation and an option of a motor vehicle equalisation allowance ($10,779.60 pa) OR a lease for private use of a motor vehicle. (Salary package will be assessed based on skills, experience and qualifications).
Benefits of working at Council:
- We are value-led, support and encourage personal and professional growth, recognise and reward performance and embrace change.
- We provide generous leave provisions including 5 weeks annual leave per year of service
- Long Service Leave after 5 years
- We are committed to providing a safe working environment for all, (everyone, every day and everywhere) and make available wellbeing programs to support mental, physical and social wellbeing of our staff to be at their best.
- Access to Fitness Passport
Interested?
For more information, click on Apply to be redirected to Wollongong City Council's E-recruitment site.
Contact Todd Hopwood, Manager Customer + Business Integrity, on (02) 4227 8684 for questions related to the job
For assistance in submitting your application, please contact the Talent Acquisition Team on (02) 4227 7065.
Applications close 11:59pm, Sunday 9th February 2025
We encourage applications from everyone regardless of gender, age, ethnicity, cultural background, faith, disability or gender identity. People with disability are encouraged to reach out so they can be supported in recruitment processes, to enable them to demonstrate their skills and capabilities to meet the requirements of the job.
Wollongong Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people in the community.
Applicants are required to undergo an employment screening process which will include Reference, Identity and Medical History Checks, and may also include a Criminal History and Working with Children Check. Employment is subject to clearance of all these checks