• Employment Status - Permanent, Full-time
• Days & Hours of Work - Mon to Fri, 38 hours per week
• Band Level 6 - $91,368 p.a. +10% super
• Location - Hybrid working (mix of working from home and our corporate centre in Sandringham)

Our Organisation

Bayside City Council is a unique municipality renowned for its natural environment, 'village feel' and low-density living located south of Melbourne's CBD. Home to over 100,000 residents, Bayside City Council's enduring purpose is; extraordinary places, thriving communities, better futures. The enduring purpose is underpinned by a vision to become the sector-leading organisation delivering outstanding customer experience and community outcomes. Bayside Council is an equal opportunity employer committed to providing an accessible and safe working environment that embraces and values child safety, diversity, and inclusion.

We embrace a flexible working environment and offer a hybrid way of working which is a mix of working from home and from our Corporate Centre in Sandringham.

Our Opportunity

We are seeking an experienced and passionate individual to become our Customer Experience Advocate and bring the voice of the customer to life across the organisation. Reporting into the Customer Experience Lead, this role will help to drive change and improvement and support Bayside to achieve its strategic goal to "be the sector-leading organisation delivering outstanding customer experience and community outcomes".

Working within the Communications, Engagement and Customer Experience Department, you will be responsible for implementing and overseeing various customer experience projects. You will represent and champion the voice of the customer across the organisation and play a key role in elevating the customer experience at Bayside City Council.

You will influence internal stakeholders to improve customer experience, prioritise CX initiatives and understand their impact for continuous improvements. You will also have the ability to interpret and leverage data to influence internal stakeholders and drive enhanced customer experience and service outcomes.

Working directly with and for our community, this role will provide the opportunity for real change.

Key Responsibilities

• Provide insights and share stories to bring the voice of customers to life across all services and contact channels
• Work collaboratively across the organisation to identify data that informs service design and creates experiences that are simple to use, and seamlessly accessible via a multichannel environment
• Support the organisation through reviewing council services and the underlying procedures to ensure they are reflective of our Customer Experience priorities
• Develop, review and implement frameworks relating to the customer including Customer Service Charter, Service Commitments and Complaint Handling Procedure
• Work collaboratively with internal teams on improvement projects with a focus on developing and sustaining a customer-centric culture
• Support the Customer Experience Lead with issues pertaining to complaints handling and measurement of dissatisfaction

To be successful in this role (Key selection Criteria)

• A tertiary qualification in research, marketing, or specific experience in Customer Experience or Design Thinking
• Proven experience in building cohesive and compelling insights from multiple information sources that tell a meaningful and engaging story for business stakeholders
• Excellent verbal and written communication skills with the ability to influence stakeholders and encourage action
• Data-driven decision mentality and sound business judgment through excellent analytical thinking and strong business acumen
• Demonstrated ability to establish effective working relationships with a wide range of internal and external stakeholders, including senior management

Note: The health and safety of both our community and our colleagues is our highest priority. As required under the Victorian Chief Health Officer Directions, it is mandatory for all Victorian public sector employees to be fully vaccinated against COVID-19 and proof of this will be requested.

How to apply:

1. Review the Position Description.
2. Provide a covering letter outlining your relevant experience/responding to the Key Selection Criteria.
3. Click Apply to submit your application.

A position description is attached.

We are committed to investing in our people through training and development programs and opportunities. Our additional staff benefits include; flexible working arrangements, paid parental leave, social activities and a comprehensive health and well-being program.

Bayside City Council prides itself on its values of Respect Each Other, Own It, WorkTogether and Find Better Ways