About The OpportunityAt Port Macquarie Hastings Council (PMHC), every employee plays a part in ensuring we work together to achieve positive outcomes for our community.
To help us achieve this, we are seeking an experienced Coordinator Customer Contact Services to join our team.
The successful candidate will be responsible for leading the Contact Centre operations, ensuring high-quality customer interactions, and optimising service delivery across multiple channels, including phone, email, and digital platforms.To succeed in this role, you will have experience in customer service leadership, contact centre operations, and process improvement.
You will have a strong focus on quality management and service levels, along with a passion for enhancing the customer experience through technology, data insights, and team development.At PMHC, we're proud to be leading the way in customer service innovation.
Our team was recently recognised as a Highly Commended in the 2024 National Customer Service Awards for Innovation, thanks to our work in AI-driven sentiment analysis and gamification.
By shifting the focus from speed to empathy and rapport-building, we're using technology to deliver a more personalised, meaningful experience to our community.
You'll also be based in our newly refurbished Customer Service Centre, designed to support a modern, collaborative, and customer-focused environment.On a Typical Day, This Role Will IncludeOverseeing the Contact Centre team, ensuring service levels and response times are met.Managing customer escalations and complex enquiries, providing guidance and solutions.Leading service quality initiatives, including sentiment analysis and customer experience improvements.Analysing contact centre performance data, identifying trends, and implementing strategies to enhance service delivery.Collaborating with other teams to improve customer interactions across phone, email, and digital channels.Driving continuous improvement projects, including the development of knowledge bases and AI-powered customer support tools.Remuneration And BenefitsEmployment Type: Full time, Permanent 35 hours per weekSalary (exclusive of super): Starting range of $84,727 to $94,836 dependent on skills and experienceBenefitsFlexible work arrangements - hybrid working and flexi-timeDiscounted gym membership through membership to Fitness PassportCareer development opportunitiesAnnual salary increase as per the Local Government (State) Award 2023 plus annual salary reviewLong service leave after 5 yearsGenerous employee assistance programSalary packaging options available through Salary Packaging Australia and MaxxiaRecognition through our annual awards ceremony celebrating and rewarding staff achievements.About The Port Macquarie Hastings RegionThe region is one of Australia's most enviable locations.
We boast a stunning hinterland, kilometres of pristine beaches, national parks, playgrounds, sporting facilities, restaurants, galleries, theatres and a genuine community vibe.
The Mid-North Coast is perfect for hiking, surfing, camping, fishing, exploration, sports, arts, theatre, food and wine.Questions?If you would like to know more about this opportunity or have any questions about the role please contact Matthew Cosgrove, Customer Service Manager on (02) 6581 8225.Interested in Applying?Please complete the application form below and answer the questions which relate to the essential requirements within the position description, then upload a copy of your resume and cover letter.You will find the position description when you apply for the role.You may find it helpful to write your response to the questions in a word document then copy/paste this into the application form once you are ready to submit your application.Applications Close: Tuesday 8 April 2025 at 11:30pmNotesSuitable candidates may be placed on a talent pool or eligibility list for future identical, or similar positions for a period of 12 months.Please upload documents in PDF format.We often ask our preferred applicants to complete pre-employment checks.
This may include: Reference Checks; National Criminal Police Check; Medical Assessment; Qualification Verification; Working with Children Check Verification.PMHC's recruitment notification process is primarily via system generated emails.
Please ensure your email is correct before submitting an application to avoid missing crucial updates and outcomes.
Email communication notifications are used for but not limited to: application received, interview booking tools, confirmation of interview, request for references/more information, delay notifications, testing/assessments (aptitude/psychometric/industry specific) and application outcomes (unsuccessful before or after interview).Port Macquarie Hastings Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people.
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