Service Improvement Lead

$119,441 - $133,730 yearly
  • Boroondara City Council
  • Boroondara, VIC, Australia
  • 25 Nov, 2021
Contractor/Temp Customer Service, Receptions, and Complaints Executive and Management

Job Description

Requisition ID 10906

  1. Drive service improvements for customers and team members
  2. Flexible hybrid, supportive work environment
  3. 12 month contract, $119,441 - $133,730pa plus RDO plus Super

About Us

We are committed to becoming a truly customer-centric organisation. Implementation of our Transforming Boroondara roadmap will provide a customer centric model of service delivery that includes technological innovation, process improvement and business system renewal.

We offer flexible hybrid working arrangements along with being in a prime Camberwell location surrounded by leading cafes, restaurants and other key amenities making this a fantastic work lifestyle opportunity.

About the role

This role is all about driving meaningful uplift in the service experience of our customers and team members. The position will lead the prioritisation and mobilisation of initiatives to ensure services are more efficiently delivered in line with customer expectations.

Reporting to the Chief Customer Officer, you will work collaboratively across Council to identify, scope, prioritise and implement continuous improvement initiatives, taking a holistic view across the customer and employee journey.

You will have proven experience in managing a successful service improvement function.  You will bring your knowledge and background to council to develop frameworks and operating models to enable improvement opportunities to be raised, assessed, prioritised and executed. You will be experienced with agile methodologies, managing forums and artefacts including daily stand-ups, sprint planning, retros and showcases. You have the ability to drive squad scrums to monitor work, find efficiencies, surface and remove blockers.

You are a great people person, known for your ability to effectively collaborate with stakeholders from across the organisation to ensure program success and you relish being part of projects that cross multiple functions and business directorates.

This is an exciting time to join our team and be part of delivering value for our customers, staff, and organisation.

Want to know more?

Read our position description.

Employment requirements

  • Applicants must have the right to work in Australia.
  • Preferred applicants will be required to undergo a National Police Record Check
  • In accordance with the Chief Health Officer’s directions, all local government employees must be fully vaccinated from 26 November, 2021 onwards to perform work outside of their place of residence. Appointment of the successful candidate will be subject to provision of evidence of vaccination status or medical exemption prior to commencement.

How to apply

Please submit your application online via the ‘Apply’ button by 11:59 pm December 7th, 2021. All applications must be made via the online portal; no applications direct to the hiring manager or from recruitment agencies will be considered.

If you want to discuss the opportunity more and see if it might be a good fit for you, please contact Jeanine Nieuwenhuizen, email or ph 0424500968 during business hours. If you want to know more about the benefits of working for the City of Boroondara, please visit our careers website

Council recognises the benefits of a diverse workforce for its employees and customers. To ensure equity of access to employment opportunities, Council encourages applications from underrepresented groups including people who are from an Aboriginal and Torres Strait Islander background, people from different ages, abilities, gender identities, sexual orientation and cultural backgrounds. 

If you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance. Council is a child safe organisation and as such, some positions may require the incumbent to hold a Working with Children Check.

Working together

We are currently undertaking an exciting project that will see a transformation in the way we work and the way we serve our customers. Implementation of the Boroondara Customer First Program will provide a customer centric model of service delivery that includes technological innovation, process improvement and business system renewal - we value your input and look forward to our journey ahead.

Job Closing Date

07 Dec, 2021