Team Lead Customer Experience

Team Lead Customer Experience

About Mornington Peninsula Shire Council
Mornington Peninsula Shire Council is a progressive and community-focused local government organisation, dedicated to delivering high-quality services that support the wellbeing and prosperity of the Mornington Peninsula community. Encompassing a unique mix of coastal and rural landscapes, the Shire is committed to protecting its natural environment while enhancing livability and community engagement.

At the heart of the organisation is a commitment to service excellence, innovation, and continuous improvement. Guided by its values of Integrity, Courage, Openness, Respect, and Excellence, the Council aims to create an inclusive, sustainable, and forward-thinking organisation that meets the evolving needs of its residents.

As part of this commitment, we are seeking a Team Lead Customer Experience to champion customer service transformation, drive strategic initiatives, and lead a high-performing team dedicated to enhancing the community’s experience with Council.

About the Role
Reporting to the Manager Customer Experience, this critical role will lead the Customer Experience and Front of House teams, ensuring a seamless, customer-focused service across all Council interactions. You will drive the implementation of the ‘Our Customer Strategy’, embed the Customer Charter, and champion a customer-centric culture that strengthens the relationship between Council and the community.

A key focus will be driving continuous improvement, innovation, and the transformation of customer service delivery. You will lead initiatives that enhance efficiency, customer engagement, and overall service quality through customer engagement platforms, Voice of Customer programs, and performance monitoring frameworks.

In this leadership role, you will provide expert guidance on complex customer issues, drive staff development, and drive initiatives that ensure the Council delivers a seamless, accessible, and high-quality customer experience. You will also be a key driver for encouraging a positive and collaborative working environment across your team.

About You
We are seeking an experienced customer service leader with a passion for transformation and innovation. With a strong background in leading high-performing teams and driving customer experience initiatives, you will bring expertise in service design, mapping customer pain points, and CX measurement frameworks.

Your ability to motivate and coach teams, manage complex customer interactions, and implement strategic improvements will be key to success in this role. Experience in CRM optimisation, stakeholder engagement, and local government environments will be highly regarded.

This is an exciting opportunity to lead meaningful change and enhance customer experience in a progressive local government setting.

Why Join Us?

• Drive meaningful change – Lead customer service transformation that positively impacts the Mornington Peninsula community.
• Career growth – Be part of an organisation that values professional development and leadership growth.
• Collaborative culture – Work with a supportive and passionate leadership team in an innovative environment.
• Work-life balance – Enjoy flexible work arrangements within a values-driven organisation.

How to Apply
To apply, please submit your resume and a tailored cover letter addressing the Key Selection Criteria.

Applications close: Wednesday, 12th March 2025

For a confidential discussion or to request a copy of the position description, please contact Cheri Randell on 0466 699 297 or via email at cheri@publicsectorpeople.com.au.

Mornington Peninsula Shire Council isan equal opportunity employer committed to creating a diverse and inclusive workplace. Our recruitment processes reflect our commitment to child safety and community wellbeing.

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