City of Joondalup

Customer Care Improvement Analyst

The City of Joondalup takes pride in being a Local Government that has been internationally recognised for providing outstanding services to the local community. To continue to set the standard in WA Local Government for innovative services and programs, we are seeking highly motivated, enthusiastic employees who will be committed to making a positive contribution to the City and its community.

Customer Care Improvement Analyst – Fixed Term Contract

• Salary: $82,608 - $89,065 per annum
• Plus up to 14.5% superannuation (conditions apply)
• Fixed Term Contract – Approximately 2 years (until May 2025)
• Ref No: 24-051

The City is on an exciting transformational journey focusing on customer centric service delivery. Our Customer Care Team is seeking a motivated and enthusiastic individual to develop and implement process improvement opportunities and knowledge content for the team.

The Customer Care Improvement Analyst requires a proactive approach towards identifying and supporting the implementation of initiatives to enhance the customer experience provided by the City’s Contact Centre. As a key member of the team, this role reports to the Continuous Improvement Analyst and involves working collaboratively with multiple stakeholders to ensure that the City of Joondalup's customer-centric approach is reflected in all processes, systems, and services.

Applicants need to provide a covering letter addressing the following key criteria:

• Tertiary qualifications in Information Technology, Business or a related discipline or an equivalent combination of education and experience
• Experience in identifying inefficiency in processes, procedures, or workflows, identifying common issues or trends, and the ability to engage with multiple stakeholders to design and implement changes.
• Experience in supporting the adoption or implementation of customer centric systems and ensuring that employees embrace the new system. Previous experience with Microsoft products (Dynamics 365 will be highly regarded).
• Experience applying and educating others on continuous improvement methodologies (e.g. Lean, 6-Sigma, Kaizen, etc.) to identify opportunities and improve practices and outcomes. Experience in documenting processes following the process change and developing training documentation, process management and systems.
• Presenting improvement recommendations based on assessment of cost, benefits, risks, legislative compliance, and ethical standards.
• Advanced written and verbal communication skills including report writing and presentation skills.

To apply, please click on the "Apply" button above, and submit your resume and a covering letter addressing the above criteria. Applications close at 11.55pm on Thursday, 9 May 2024.

If you are interested, we would like to hear from you. Further information can be obtained by calling Simone, Manager Communications and Stakeholder Relations on 9400 4465.

The City of Joondalup is committed to diversity and inclusion within all organisational practices and is an equal opportunity employer. The City encourages Aboriginal and Torres Strait Islander peoples, people of culturally and linguistically diverse backgrounds, people with a disability, people of all ages, sexualities and genders to apply for this position.

All employees and prospective employees of the City of Joondalup are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.

JAMES PEARSON

Chief Executive Officer

Canvassing of Elected Members will disqualify applicants.