Manager Customer Operations
Applications close 27/09/2020
The City of Stonnington takes in the suburbs of Armadale, Glen Iris, Kooyong, Malvern, Malvern East, Prahran, South Yarra, Toorak and Windsor with a resident population of almost 120,000. The service provided to our residents, visitors, businesses and community is our top priority.
We’ve created a new department focused on Customer Operations and are looking for a Manager to head up this area, as part of the Engagement and Innovation Directorate. As the Manager Customer Operations, we’ll be relying on you to leverage best practice and new technologies to deliver strategies, which enable a high quality and high functioning Customer Operations through improved customer channels (Over the Counter, Call Centre and Information Management), tools and data sources, customer insights and service assurance.
As an experienced leader you’ll have:
•Substantial industry experience covering areas such as service optimisation, Complaints Escalation Handling, information and knowledge management, quality assurance;
•Proven methods for leading and developing a high functioning and cohesive team;
•A history of implementing successful and innovative improvement initiatives;
•Experience implementing customer operating models;
•Strong communication, presentation and influencing skills with experience using these skills with senior leaders to define longer-tem customer operations models and resources.
If you are passionate about providing outstanding customer service and driving great business outcomes, we want to hear from you!
At the City of Stonnington we will support you with opportunities to collaborate across all levels of our business. We are very strong on learning and will commit to your long term development both personally and professionally. To ensure a great work life balance you’ll get a monthly accrued day off, flexible working arrangements and annual leave loading. For those days in the office, you’ll be working in a modern and sustainable solar powered building, surrounded by an abundance of cafes, shops and restaurants.
We truly believe in our EVP of Work That Matters. People who make a difference.
For more information, please see the attached Success Profile. Please ignore the text below about a Position Description and responding to the Key Selection Criteria. Instead, use your cover letter to tell us why you’d be great in this role, your experience and skills to deliver the aspects highlighted in the Success profile and that you’ve got what’s needed to thrive.