Customer Experience and Capability Coach - Pos No: (CUS018)

All vacancies of AustraliaCall Centre & Customer ServiceCustomer Experience and Capability Coach - Pos No: (CUS018)

Provides front line services with call centre, counter and administrative operations across a wide range of services

Summary about this job

Customer Service - Call Centre

Company: Campbelltown City Council

Location: Sydney

Work type: Full Time

Salary: n\a

Phone: +61-7-4470-1760

Fax: +61-3-1148-5148

E-mail: n\a

Site:

Detail information about job Customer Experience and Capability Coach - Pos No: (CUS018). Terms and conditions vacancy

About us:
Campbelltown City Council is an ambitious and innovative organisation in a rapidly growing city that is ideally located with easy access to key public transport and road links. Boasting extensive bushland areas along the Georges River, contrasted with vibrant city centres, Campbelltown City has been identified as a key strategic centre for the Macarthur region. Providing a range of services and facilities to a diverse community, we have a cohesive and collaborative culture that thrives on having a positive impact.

The Customer Service team is the first point of contact for our customers and provides front line services with call centre, counter and administrative operations across a wide range of services.

About the role:
We are currently seeking an enthusiastic well-organised professional for the role of Customer Experience and Capability Coach. In this role your responsibilities will be to:

  • Act as a key stakeholder between Customer Service and other internal Council Departments to ensure procedures and policies are streamlined and accurate
  • Build training programs and deliver training
  • Provide end to end coaching and training to the Customer Service Team
  • Monitor and update Council’s knowledge systems and information documents
  • Work closely with the Customer Service Team to implement a Call Quality Framework and KPI’s for performance
  • Conduct regular quality call monitoring, coaching and assessment for all Customer Service Specialists to ensure compliance to the Quality Framework
  • Research, streamline and deliver process improvement initiatives with the aim of improving business outcomes
  • Work closely with the Coordinator Customer Service to implement project outcomes

The successful candidate will demonstrate the following key skills and attributes:

  • Solid experience working in a similar role within a Contact Centre Environment
  • Cert IV in Training and Assessment essential
  • Sound experience building training programs and delivery of training
  • Demonstrated knowledge and commitment to ongoing excellence in customer service and a highly-developed understanding of customer service principles
  • Ability to increase capability through coaching and training
  • Experience in process improvement and delivery of projects
  • Well-developed planning and time management skills
  • Ability to work effectively in a high-pressure team environment.
  • Experience in management of a Content Management System
  • Commitment to role modelling our values of: Respect, Integrity, Optimism, Trust and Teamwork

Key Application Responses:
Please ensure your cover letter addresses the selection criteria in no more than two pages.

As a member of our friendly and passionate team, you’ll receive the following benefits:

  • Permanent full-time, 35 hours per week
  • Salary from $1296.40 per week + 9.5% superannuation
  • Flexi time
  • Generous leave provisions
  • Generous professional development opportunities
  • Weekly pay
  • Staff car park

Key contact:
For further information on this position please contact Alex Ajaka, Customer Service Coordinator on 4645 4295.

Applications close:
22 July 2018

Sound like you? Apply now!

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