Customer Experience Lead

Council’s vision is a healthy environment and a resilient and prosperous community. Our focus is to prioritise Te kounga o te wai, te haumarutanga me te mārohirohi ā-āhuarangi o te whakamarutanga ~ Water quality, safety and climate-resilient security.  Kia koi, kia toitū hoki te whakamahinga o te whenua ~ Climate-smart and sustainable land use. Kia ora, kia āhei, kia mārohirohi ā-āhuarangi hoki te rerenga rauropi ~ Healthy, functioning and climate-resilient biodiversity. Kia toitū, kia mārohirohi ā-āhuarangi hoki ngā ratonga me ngā hanganga ā-whare ~ Sustainable and climate-resilient services and infrastructure. 

We have an exciting job opportunity at Council within the Corporate Support section for an effervescent, customer service extraordinaire looking to lead our Customer Experience team. The Customer Experience Lead plays a key role by supporting the Corporate Operations Manager in developing and leading an organisation wide transformation programme to embed and enable a culture of customer service excellence.

As the Customer Experience Lead, you will support the day-to-day operation of the Customer Experience team, including rostering, the development of ongoing training programmes and ensuring the service provided to all customers is meeting the expected service levels.

The preferred candidate will be solution focused and experienced in leading a team with a strong ethos in customer service excellence, who is quick to learn and passionate about providing visitors with a first-class customer experience.

Essential attributes:

• Excellent people and communication skills
• Positive, resilient and professional attitude to customer service
• Experience in leading and developing a team to deliver high quality customer experience
• Knowledge of financial control including receipting and reconciliation process
• Proficiency with computers and system administration, specifically the operation of ‘knowledge base’ and ‘request for service’ systems
• Leadership experience in a modern contact centre is desirable 

If this sounds like the opportunity for you and you have the skills required, we look forward to your application.

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Applications close 27 September 2020

11 September 2020

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