Manager Customer Solutions

Job Description

Manager Customer Solutions

Council is seeking to appoint a permanent full time Manager Customer Solutions to contribute to Council’s success.

  •    Opportunity to make a real difference for our customers and community
  •    Lead a dynamic customer centric team   
  •    Attractive Salary

About the Role

This is a key multi-functional strategic management role and is required to provide high level management and leadership oversight of a best practice contact-centre based Customer Solutions team in order to enable the ongoing, transformative development of Council’s service delivery model.

You will bring:

  • Qualification in business or a related discipline and/or extensive demonstrated experience within a similar environment.
  • Experience leading people and teams in a high-performance and demanding customer service environment.
  • Effective analytical skills with the ability to initiate, formulate, implement, monitor and evaluate relevant strategies, policies, and work practices.
  • Strong interpersonal and communication skills, with emphasis in the areas of customer experience, negotiation, influencing, conflict resolution and resilience.
  • Previous supervisory experience with a working knowledge of the principles of human resource management, with a demonstrated ability to affect performance improvement.
  • Experience in delivering process improvements including preparing procedures, operational reports and effectively implementing change to ensure continual improvement of customer experience and delivery    efficiency.

Why work for GRC?

The Gladstone Region is a dynamic Central Queensland coastal region that provides an enviable lifestyle and economic stability for more than 63,000 residents. Gladstone Regional Council is committed to a dynamic, proud and diverse future for the Gladstone Region that focuses on working together to balance our region’s lifestyle and opportunity. Our success is built on a foundation of safe, engaged, high performing talent and teams and a values-based culture centred around our SERVICE principles.

  •          We are fortunate to live in an attractive, growing region and proud to provide opportunity for personal growth and career development for our employees.
  •          We offer opportunities to grow your career within a progressive local government organisation and work in a high performing team that values your contribution.
  •          You will be rewarded with a competitive salary including generous superannuation and a flexible roster that supports a generous work-life balance.
  •          We offer a range of employee benefits including free physiotherapy, support services and discounted health cover and fitness memberships. 

Please be advised that the preferred candidate for this position, as a condition of employment, may be required to complete a criminal history check, a pre-employment medical or a skills assessment.

Council is committed to connecting with the Gladstone Regional community which values diversity and inclusion and encourages you to bring your whole self to work.  First Nations people are encouraged to apply