Coordinator ICT Customer Experience

Here at CBCity 

The City of Canterbury Bankstown is one of the largest Council’s in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 29 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 370,000 residents. 

The role

As the Coordinator ICT Customer Experience, you will lead the team responsible for the delivery of high-quality ICT customer service across the organisation, placing the customer at the heart of all decision making. You will manage the business relationship between the organisation and the ICT Business Unit while providing leadership, support and guidance empowering team members to achieve organisational outcomes.

Duties will include but not be limited to:

• Lead a team of 6 direct reports.
• Continuous review of services provided, improvement programs, monitoring of service levels and the capability levels of the team to enhance the quality of the customer experience and meet business needs.
• Build effective partnerships between the business units and its customers by acting as a central liaison point for engagement to understand the business and support optimal service delivery.
• Actively manage Council's system for logging, monitoring and resolving ICT systems-based difficulties to provide continuous performance improvement.
• Actively manage the acquisition, deployment, utilisation, tracking, security and final disposition of IT assets relating to end user equipment.
• Effective incident, service, problem and change management control.

*For a full list of duties, click here to review the position description.

You will have

• Current Class C driver’s licence.
• Tertiary qualifications in ICT or related discipline or equivalent knowledge, skills and experience.
• ITIL certification.
• Demonstrated experience leading people and teams to achieve outcomes.
• Previous experience leading customer-facing ICT operations, including service desk, and executing effective plans to enhance the overall customer experience.
• Extensive written and verbal communications skills, with the ability to communicate technological solutions related concepts to technical and non-technical audiences at various levels.
• Extensive analytical and problem-solving skills with the ability to manage multiple concurrent customer requests under strict timelines.
• Sound collaboration and negotiation skills with the capability to build and maintain relationships with stakeholders through outstanding customer service.
• Participation in an on-call and/or after hours work roster to ensure service continuity to customers or maintenance activities outside ordinary hours.

The salary range for this opportunity starts at $129,948 (Grade K, Step 1) + Vehicle Allowance + 11.5% super. Salary may be negotiable dependent on skills and experience. 

Click here to access salary information for all steps within the designated Grade.

What’s on offer

• An attractive remuneration package.
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Permanent full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options.
• Contribute to making a positive impact on our community.
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

For more information, please contact Melissa Ratkun (Manager Information Communication and Technology) at melissa.ratkun@cbcity.nsw.gov.au or on 9707 9890.

You will need to submit your application via the ‘Apply Now’ button and create a login using your email address and upload a:

• Resume; and
• Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role.

Applications close Sunday, 16 February 2025

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds. 

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at recruitment@cbcity.nsw.gov.au

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.   

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.