Chief Customer Officer - Austrailia

Location: Frankston VIC
Company Name: Parramatta City Council

Lead the transformation in customer service excellence at Greater Sydney’s Central River City

About the role
City of Parramatta is experiencing a bold transformation, with numerous City-changing initiatives and projects under way. As one of Australia’s fastest-growing cities, Parramatta is a home for transformational leadership and new ways of thinking.

The recently created role of Chief Customer Officer (CCO) is key to delivering this transformation. Reporting to the Executive Director City Engagement and Experience, the CCO will have a mandate for embedding a customer-centric approach across the organisation and ensuring that the customer is at the centre of everything we do at City of Parramatta – maximising customer experience, improving the efficiency and effectiveness of service delivery, and creating a customer focused culture across the organisation.

Leading and managing a team of 28 that includes the Customer Contact Centre and Service Excellence Team, this role will require exemplary leadership of the design, delivery and enhancement of strategies across the many touch-points and interactions this organisation has with its stakeholders.

This will be achieved by driving innovative service delivery design, ensuring that services are responsive, customer-centric, inclusive, accessible and easy to navigate, and embracing new technologies and service delivery models. Therefore, an understanding of and experience in identifying and mapping the needs of customers, developing strategic plans for customer service, driving initiatives that improve customer experience, and leading service delivery operations are all essential elements of this role.

As the ultimate authority on customers, the CCO will cultivate the development and utilisation of comprehensive customer insights and metrics, and provide an authoritative view of customers to create and drive the City of Parramatta’s Customer Strategy.

This is an amazing opportunity to really make a difference at City of Parramatta as Chief Customer Officer, driving a number of service improvement projects and technology based programmes to achieve and maintain a high standard of excellence in the delivery of customer services.

About the person
The successful candidate should have a minimum of 10 years of experience in all of the following areas:

• a similar role across multi-disciplinary, operational service environments, and from within a large scale service delivery organization.
• leading customer contact centres and service channels and managing operations in a service industry.
• instigating, leading, managing and delivering continuous improvements, projects and cultural change within a large and complex service environment.

It is essential that the successful applicant has a relevant degree qualification such as Business, Commerce, Information Technology and/or extensive relevant experience.

What’s on offer
An attractive annualised salary in accordance with Clause 12 of the Local Government (State) Award 2017 will be offered to the successful candidate.

Want to know more?
Further information regarding the requirements of this role can be found in the attached Position Description, alternatively for a confidential discussion please contact Lindsay Woodland or Sandra Grubisic on (02) 9806 5087.

How to apply
Candidates MUST apply online at https://www.cityofparramatta.nsw.gov.au/about-parramatta/careers and answer the position selection criteria. Applications close 11:30pm, Sunday 13th October 2019 and will not be accepted through any other medium.

This position requires the preferred candidate to undergo a Criminal History Records check. A criminal history does not necessarily disqualify a prospective candidate from selection.

This position requires the preferred candidate to undertake a Pre-Employment Drug & Alcohol Test.

The City of Parramatta supports a Drug and Alcohol free working environment and employees may be subject to random testing as a result.

The diverse culture at City of Parramatta is a source of strength. We have an inclusive working environment with employees from a variety of backgrounds. We acknowledge that diversity in our workforce increases the effectiveness of teams and our capacity for innovation. If you would like to know more, or require assistance with our recruitment process, please email DiversityCoP@cityofparramatta.nsw.gov.au.

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights in Australia to apply for this position.