Head of Customer and Business Improvement

• Senior Executive Officer Salary Range plus 11.5% Super
• Full time, permanent position
• Located at St Kilda Town Hall, with flexible working arrangements possible.

About the Organisation 

The City of Port Phillip is a vibrant, diverse inner-city council with around 1000 employees who deliver more than 100 programs and services to our residents, businesses and visitors. Our City takes in some of Melbourne’s most famous neighbourhoods, including Port Melbourne, Albert Park and St Kilda. Council’s services range from childcare and immunisations, to libraries, management of parks and open space, rubbish collection, road maintenance and more. City of Port Phillip has zero tolerance for child abuse and is a committed Child Safe organisation. 

About the Role

As the Head of Customer and Business Improvement you’ll report to the Chief Customer Officer and join the leadership team of the dynamic Customer Experience and Transformation department. You’ll identify and work with key stakeholders across the organisation to drive cultural change and increase capability to deliver outstanding customer experience, including the delivery of internal customer service and Councillor request support. You’ll lead a team of 3 specialists, supporting the development of strategy and goal setting to deliver organisational priorities. 

The Customer Experience and Transformation Department is a high-performing, agile team of skilled professionals working toward a vision of high-quality service experience for our customers and community.

Duties:

• Drive the identification and improvement of customer focused processes and procedures.
• Lead and set the framework for efficient and effective business support.
• Lead the improvement of the CRM, Portal, and customer reporting and analysis.
• Lead delivery of better practice for internal customer management processes.

Skills and Experience 

• Academic: Degree or diploma in Business or related field with relevant experience or qualifications/experience in another field, or lesser formal qualifications with extensive and diverse experience.
• Experience: Extensive and diverse experience in leading a shared service business support function, process and system improvement, change management and customer experience management.

Culture 

People enjoy working at the City of Port Phillip because we are a welcoming, healthy and inclusive workplace.  We offer a vibrant and diverse work environment where our employees can develop both professionally and personally whilst planning and delivering a range of important services and programs to the community. 

Benefits

• We offer a workplace that accommodates your working style and needs.
• Be supported and empowered by a leadership team that is community-focused, with a strong desire for change and a culture that encourages teamwork and innovation.
• Training and development opportunities, study assistance, flexible working conditions, an active social club, a health and wellbeing program with access to fitness gyms, pools and facilities, and a well-regarded Employee Assistance Program (EAP).
• Access to 20 weeks paid parental leave and our pioneering 24 weeks paid leave for single parents.
• Our very own Pride Network, that helps create an environment where every person can feel safe, welcomed, seen, and supported to bring their whole selves to work.
• Access to novated leasing and salary sacrificed technology.

Security Requirements and Professional Obligations   

Pre-employment screening will apply to all appointments.  

Prior to a formal letter of offer, preferred applicants will be asked to provide:

• Sufficient proof of their right to work in Australia, and
• Sufficient proof of their identity.
• Complete a National Police Check completed via City of Port Phillip’s Provider.
• Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation).

How to Apply

Click APPLY

All applicants must provide a resume and cover letter in response to the key selection criteria located on the last page of the position description. The Cover Letter should be no longer than 2 pages and include each heading in the Key Selection Criteria.

Note: Only applications submitted via the online Recruitment Portal will be considered and only shortlisted candidates will be provided feedback.

Further information can be obtained by contacting Ben Sylvan, Acting Chief Customer Officer on phone 03 9209 6800 or email ben.sylvan@portphillip.vic.gov.au until Monday 16 September. Please contact Claire Stevens, General Manager Organisational Capability and Experience after 16 September via email claire.stevens@portphillip.vic.gov.au. 

Applications close 11.59 pm Tuesday 24 September 2024

The City of Port Phillip is an equal opportunity employer, committed to an inclusive and accessible environment where diversity is valued. We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability.

If you have accessibility requirements or require an adjustment to participate in our recruitment and selection process, please contact Shane Turner (Recruitment Advisor) on phone 0421 757 521 or email: recruitment@portphillip.vic.gov.au