Coordinator Customer Operations (open in new window)

Key leadership position in our transformed Customer Connect function Operationalise our vision to be truly customer centric $110,931pa - $123,871pa (plus super and RDO) Boroondara is changing We are in the midst of a major business transformation. This change is central to delivering on our commitment to become a truly customer centric organisation where the way we work is designed around the needs of the customer. Through technology, innovation, collaboration and leadership, we are realigning how we work together to enhance the customer experience. You will bring a fresh perspective to our business, allowing you the opportunity to influence, challenge, lead and collaborate with teams across the organisation. A little bit about the role Customer Connect prides itself on playing a front-facing role in our transformation. We have built a strong foundation creating the capacity for learning, multiskilling and deepening our understanding of who our customer is and how they want to interact with us. Leading our Customer Operations team and working closely with the Customer Connect leadership team, you will ensure that our Customer Connect team has the right people with the right skills in the right place at the right time. You will lead the way motivating and coaching teams to deliver strategic workforce planning, reporting, quality and training, and any other activities that are required to support our Customer Connect team in their day to day work. You will proactively identify and drive opportunities for improvement, innovation, and transformation, ensure our reporting metrics are capturing the right information, and monitor our technology requirements to ensure we are delivering an efficient, effective, streamlined and integrated customer experience. You will listen to feedback from both our customers and our broader organisation and work collaboratively with internal stakeholders to ensure there is an understanding of service delivery standards across our organisation. You are an experienced leader in customer operations. You model and champion a health, safety and wellbeing culture, communicate with clarity and provide your team with what they need to be the best they can be. This is a unique opportunity to be part of a transforming service, where what you bring will truly shape the way forward. Want to know more? Please review our Position description Why join us Flexible work hours and hybrid working locations Attractive learning and development opportunities Prime office location in Camberwell surrounded by cafes, retail, restaurants Wellbeing programs, free flu vaccinations,12 RDO’s a year, onsite parking and more How to apply If you're ready to make a significant impact and grow your career with us, apply today and help us shape the future of our community. Please submit your application online by 11:59pm 17 April 2025. All applications must be made via the online portal; no applications direct to the hiring manager or from recruitment agencies will be considered. For a confidential discussion about this position please contact Rachel Krunic on 9278 4430 (during business hours). If you want to know more about the benefits of working for the City of Boroondara, please visit our careers website boroondara.vic.gov.au/careers We understand that this portal may not meet the needs of people who rely on Assistive Technology or have other diverse requirements. If you have any difficulty using our recruitment system, please do not hesitate to contact People Culture and Development on (03) 9278 4401 or pcd@boroondara.vic.gov.au to allow us to help in any way we can. Who are we? The City of Boroondara is a metropolitan council, representing more than 170,000 people in the inner-eastern suburbs of Melbourne. A leader in the local government sector, with a reputation for innovation and excellence, we believe in providing an environment where our staff thrive, both in the work they do and in how they learn and develop as people and professionals. We like to challenge the norm and we are investing significantly in innovation and technology improvements in order to provide our customers with an even greater experience and engagement. We are putting our customers at the forefront of what we do with our organisation wide initiative, Transforming Boroondara Program. You will be instrumental in driving this change across the organisation using best practice approaches to successfully support us from the now to our desired future state. With so much going on it’s a great time to join Boroondara! S-DNI

Location: The Hill, AU

Posted Date: 5/5/2025