Kempsey Shire Council

Customer Experience Manager

About Us:

Kempsey Shire Council (KSC) is located on the Mid North Coast of NSW, known for its genuine hospitality, pristine beaches, sub-tropical rainforests, mountain ranges, rock river gorges, sprawling farmland and peaceful villages.

We are a progressive, proactive and dynamic organisation, and we pride ourselves on the respectful and supportive workplace we have cultivated. With 360+ dedicated staff managing $1.5 billion worth of assets across many sites throughout the Shire, KSC work closely with our community to build an inspired, connected Macleay Valley.

Your New Role:

This is an exciting new leadership opportunity for  the duration of 6 months. As a leader in the Community Partnerships team, the Customer Experience Manager is responsible for ensuring Council delivers a relevant, efficient, welcoming and inclusive customer experience across our Libraries, Customer Service and outreach functions.

Reporting to the Group Manager Community Partnerships, the Customer Experience Manager will create a culture which is customer focused, responsive, and builds capacity of staff to deliver excellent service.

Key Accountabilities include:

• Work alongside the Group Manager Community Partnerships to coordinate strategic and operational planning for providing an exceptional customer experience.
• Provide leadership and management to the Team Leaders of Library and Customer Service to
• Mentor, support and develop the direct reports within the team
• Monitor and manage the teams’ performance in relation to the broader Community Partnerships section
• Achieve the objectives and actions as established in the Annual Operating Plan.
• Create a culture of continuous improvement within the team, including assessment of training needs and opportunities for process improvement and cross skilling.
• Identify trends, design data collection and report user expectations in order to compile and report on KPI’s to support performance assessment and service level modification.
• Consult, advise and negotiate solutions to cross organisational issues and systems integration affecting customer experience.

For a full list of the Key Accountabilities of the role, please refer to the Position Description.

About You:

As the successful candidate you will possess the following:

• Degree level qualifications in a relevant field such as Business, Management, Communications and/or extensive work experience applicable to the role.
• Current NSW driver’s license.

You will have recent experience leading a cross functional team to support exceptional service delivery

and proven ability to working collaboratively with various internal and external stakeholders to achieve business and service level outcomes.

You will effectively lead, manage, supervise and influence staff and use customer experiences to shape and influence organisational change initiatives.

Benefits of working for Kempsey Shire Council:

As the successful candidate, you’ll enjoy:

• A temporary full-time position, for a period of 6 months.
• 35-hour work week
• Monthly RDOs
• Weekly salary of $2,008.60 to $2,260.70 (plus superannuation).
• A working environment focussed on wellbeing, including flexible work arrangements, rostered days off, EAP access, social club, and health and wellbeing programs.
• Career development and learning opportunities, access to study leave if required.
• A supportive, collaborative working environment designed to help you grow!
• A fantastic lifestyle and work life balance, on the beautiful Mid-North Coast.

Interested?

Please apply via Council’s website http://careers.kempsey.nsw.gov.au/. Note that you will be required to prepare and submit:

• A short statement (maximum 2 pages) outlining how your experience, abilities, knowledge and personal qualities will enable you to achieve the key accountabilities of the role (as listed in the Position Description); and
• Your current resume.

Applications Close: COB Wednesday, 21 May 2025 

Please note that Council reserves the right to close this job advertisement before the stated closing date if a suitable candidate is found. Therefore, we encourage all interested applicants to submit their applications as soon as possible.

Have questions? Please contact Rebecca Box- Customer experience Manager for a confidential discussion on Ph: 02 6566 3200.

Please Note: Our recruitment notification process is primarily via system generated emails.  Please ensure your email is correct before submitting your application to avoid missing crucial updates.

If you experience any difficulties applying online, please contact the Recruitment team on 02 6566 3200 or email jobs@kempsey.nsw.gov.au

Thank you and good luck with your application.

Kempsey Shire Council is an equal opportunity employer and we celebrate our diverse, inclusive and values-led workforce. We welcome and encourage applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with a disability. In addition, Kempsey Shire Council will provide reasonable adjustments for suitably qualified individuals with disabilities. If you require additional assistance to participate in the recruitment process, please discuss with the advertised contact person. You can ask for reasonable adjustments to be made at any time during the recruitment process.