Make an impact

at the City of Cockburn.

The City of Cockburn has an exciting future and is committed to delivering outstanding service and achieving our vision of being the best place to be. This is a fantastic opportunity for a passionate Customer Experience Team Leader to play a key role in ensuring the team provides high quality, accessible customer service and experiences for the community.

The City

As one of the major coastal cities in Western Australia, Cockburn has it all. With a current population of over 120,000, the city offers an incredible coastline, beautiful beaches and parks, and a growing list of community facilities and employment opportunities.

Our vision of Cockburn, the best place to be helps to shape everything we do, with a focus on delivering for our changing and expanding community. With 24 suburbs, a long history and an exciting future, you’re invited to be part of it all.

About the position

This full-time role works collaboratively with a second Customer Experience Team Leader to provide support, supervision, coaching and direction to our busy centralised Customer Experience team. Working cohesively, the role involves sharing both operational and more strategic driven functions and we envision these to be rotated on a weekly basis, with customer experience being at the forefront of all decisions.

About you

A driven and experienced leader, focused on creating positive change and improving operational efficiency. You are motivated to lead, encourage, and develop individuals within your team to ensure it achieves its goals. You must be able to work in a high-pressure environment and have a strong appetite for change. You show initiative, empathy, and have the ability to resolve escalated customer service issues in a professional and solution focussed manner.

The successful applicant will possess the following;

1. Demonstrated experience in people leadership and management within a customer service/inbound contact centre environment.
2. Highly developed administration, customer service, conflict resolution and interpersonal skills.
3. Experience of cash handling, EFTPOS and reconciliation procedures.
4. Excellent verbal and written communication skills.
5. Previous experience in using Genesys software will be highly regarded.

Salary and Benefits

A salary of $90,331 - $95,827 per annum (plus super) will be offered based on skills, experience and qualifications.

We’re offering a range of great benefits:

• 9 day fortnight
• Generous superannuation (up to 15.5 per cent)
• Professional development opportunities
• Cockburn ARC membership.

How to apply

Please read the position description and selection criteria for a full understanding of the role before applying. Then click on the ‘Apply' button on the City’s webpage (www.cockburn.wa.gov.au/employment) and follow the online prompts.

Please prepare a detailed cover letter addressing the 5 points above to demonstrate how your experience, skills and behaviours make you the best person for the role . Don’t forget to attach your current resume.

Further information

Sonia Hall, Customer Experience Coordinator on 9411 3444, [email protected]

Closing date: Tuesday 22nd April 2025, 8 am.

The City of Cockburn reserves the right to commence recruitment prior to the closing date.