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

• 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 role, working from customer connection locations across the Shire. Band 7 - $108,689.60 per annum (plus super)
  
• Leadership – Contribute to the strategic outcomes delivered by Mornington Peninsula Shire with an organisation who focuses on our people and the community.

• Job Satisfaction – Have a meaningful impact on the community by contributing to achieve positive outcomes across the Mornington Peninsula Shire

About the Role

The Coordinator Customer Support leads the daily operations of the Customer Support team across multiple locations, ensuring high-quality front-of-house service. This role focuses on driving service excellence, continuous improvement, and fostering positive community interactions that enhance the organisation’s reputation.

Reporting to the Team Leader – Customer Experience, the core responsibilities include:

• Lead daily operations and staff management across all customer support channels and locations, including rostering, recruitment, training, and coaching.
• Develop and implement customer service policies, procedures, and strategies that strengthen team performance and service delivery.
• Build a flexible, high-performing team that adapts to changing customer needs and supports delivery of the Customer Charter and Shire values.
• Provide leadership and support on complex issues and escalations, including performance management and staff development.
• Drive service excellence by monitoring KPIs, quality standards, and compliance with corporate policies and financial procedures.
• Foster strong internal and external relationships to enhance service delivery and lead the team through continuous improvement and change.

About You

• A minimum of three years' experience supervising customer service teams in a busy, frontline environment.
• Proven ability to lead, motivate and develop a high-performing team that consistently delivers outstanding service.
• Demonstrated experience in identifying and implementing service improvements that enhance the customer experience.
• Strong interpersonal and communication skills, with the ability to build relationships across teams and stakeholders.
• A collaborative, adaptable leadership style and a commitment to creating an inclusive, values-driven team culture.
• Experience working within local government or a similarly complex and customer-facing organisation (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: Kavneet Kohli, Team Leader – Customer Experience on 03 5950 1409

Applications Close: Sunday 27 July 202