About Us

Mornington Peninsula Shire is Victoria's destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge.

The Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 1,000 employees, it is a busy and vibrant workplace.

What’s on Offer

• Work Life Balance – We offer a hybrid working model, flexible working arrangements and generous leave provisions.
• Culture – Positive, fun and inclusive work environment that is underpinned by our core values which are integral to everything we do. These are Integrity, Openness, Courage, Respect, and Excellence.
• Security – Permanent full-time/part time role, based in the location office. Band 7 - $105,832 per annum (plus super).
• Career – Opportunity to grow and develop with excellent learning and development opportunities.
• Job Satisfaction – Contribute to the strategic outcomes delivered by Mornington Peninsula Shire with an organisation who focuses on our people and the community.

About the Role

Reporting to the Team Leader - Customer Experience the core responsibilities include:

• Provide leadership, expert guidance, training and technical support to service areas, applying best practice methodologies to achieve Council’s goal of customer experience excellence
• Drive the ongoing monitoring of the Customer Charter and relevant Customer Experience strategy initiatives
• Design and monitor CRM solutions through cross-departmental collaboration to improve CX
• Facilitate business processes and customer journey mapping activities
• Partner with stakeholders to implement and enhance relevant customer channels
• Develop procedures and training to improve customer service processes and systems
• Lead the design and development of CX reports and dashboards in relevant systems, to meet organisational requirements, whilst monitoring on a regular basis.
• Design, facilitate and administer meetings and workshops to achieve predetermined outcomes/results
• Lead the design, delivery and monitoring of allocated activities, projects and tasks across the organisation including research and analyse of customer service workflows, processes, and data to formulate insights/solutions
• Champion and advocate for the customer needs, wants and values across all customer touchpoints and program, strategy and service actions or decisions.

About You

We’re looking for someone who has:

• Tertiary education in a relevant discipline or commensurate demonstrated experience in lieu of formal qualifications
• Project management certification or relevant experience
• Experience in coaching and delivering training, followed by facilitation of workshops
• Experience in Managing and delivering complex projects
• Experience developing business requirements, instructional and procedural documentation, and stakeholder consultations
• Experience in local government or other complex organisations is desirable

How to Apply

If this role sounds like you, click 'Apply'.

The Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We encourage applications from First Nations people, culturally and linguistically diverse people, people with disabilities, neurodiverse people, and people of all genders, sexualities and age groups.

Mornington Peninsula Shire undertakes a variety of employment screening checks. This includes employment references, Working with Children Checks and Nationally Coordinated Criminal History Check (NCCHC).

Applicants must have valid Australian work rights.

For further information about the role, you can download the Position Description by clicking 'Apply'. For a confidential discussion about this opportunity, please contact: Kylie Peterson, Manager - Customer Experience on 03 5950 1054.

Closing date: Candidates will be reviewed upon application. Recruitment will close upon hiring manager discretion based on the applications.