Job Description

Campaspe Shire Council is a values-based organisation that delivers more than 100 critical services to the community. With a home base in Echuca on the iconic Murray River, Campaspe Shire is led by Councillors who genuinely care, and is an organisation that is hungry to innovate.

Campaspe is situated on land under the traditional custodianship of the Yorta Yorta, Dja Dja Wurrung and Taungurung people.  Located 180km north of Melbourne, Campaspe is renowned for its stunning scenery, plentiful sunshine and majestic waterways, boasting friendly people, thriving towns, a rich history and cultural atmosphere, and a "can do" attitude to business.

At Campaspe Shire Council our people are our most important asset and central to achieving our exciting and ambitious Community Vision - “Our places are vibrant and sustainable; our people are strong and supportive” – developing an inclusive, respectful, and sustainable Shire. Campaspe Shire Council works to build socially sustainable communities that support a more inclusive Shire – a Shire that is more connected, liveable, and engaged. From our quality facilities to local services and initiatives, we are dedicated to delivering the best environment for business, work, living and recreation.

Reporting to Council’s Manager Communications and Customer Experience, this newly created, high-profile role will work to proactively increase customer satisfaction for individuals, groups and organisations who engage with Campaspe Shire Council. Tasked with overseeing the efficient and effective operation of Council’s Customer Service Department, while developing, leading and managing the implementation of the Customer Experience Strategy across the organisation, the role will deliver excellence in customer experience, leading and integrating a customer focus organisation wide.

Key responsibilities will include:  

• Develop, lead and manage a new customer experience strategy that delivers customer service excellence across the organisation
• Identify and strengthen critical links between council functions, projects, policies, processes and services to improve the customer experience
• Review and implement the Customer Service Charter, Customer Complaints Process, Customer First Strategy and other related documents as reviews and updates are required
• Provide strategic leadership to the Customer Service Team Leader in their role of delivering day to day customer service, recruitment, mentor coaching and development of the team
• Evaluate and redesign Council’s Customer Service processes to improve functionality; establishing and communicating service metrics; monitoring and analysing results and implementing change
• Oversee complaints management, including the monitoring and managing of complaints, escalation, providing support to work areas as necessary and ensuring feedback where required
• Prepare and oversee the Customer Service budgets and provide support to the Customer Service Team Leader to monitor and complete reporting requirements
• Keep up to date with contemporary Customer Service practices, methods and technology to complement and enhance the customer experience
• Continually review customer engagement feedback to make and implement recommendations to enhance the customer experience.
• Work independently and as part of the Customer Service team to manage tasks and decision-making effectively.

We are seeking a visionary, strategic leader who will play a critical and influential role leading a professional team in the provision of a high-quality customer service for the Campaspe community, as well as internally across the organisation. In fostering productive relationships with key stakeholders and building credibility both internally and externally, you will ensure people are supported, informed, and treated with respect.

Candidates will bring a tertiary qualification in a related field, with significant relevant experience and a demonstrated ability to influence others to deliver new processes and organisational change. The role calls for proven experience in leading and influencing others to achieve strategic objectives by always taking a customer first viewpoint, with experience in supervising, motivating and coaching teams.

The role calls for demonstrated business acumen, including the ability to evaluate performance and operational efficiency of Council’s customer service approach to be fit for purpose and deliver a high level of customer satisfaction.

Candidates will be motivated to drive change and maintain a high standard of personal and professional integrity, with demonstrable commercial acumen and the ability to work successfully in a political environment positioning the incumbent well for success in this highly rewarding and impactful role.

Download a copy of the position description by copying https://tinyurl.com/5bbxxnv4 into your browser or contact Charlie Cole at Charlie@camdensearch.com.au for further information.

Applications close on Wednesday 26th February and should include a CV (maximum 4 pages) and cover letter (maximum 1 page) that broadly addresses your suitability. All enquiries will be treated with absolute confidentiality. Third party and direct applications will be forwarded to Camden Search.