Service Lead Customer Experience

• An opportunity to drive transformation
• Flexible work options, super up to 16% + employee perks
• Free Cockburn ARC gym membership and wellness programs

About Us

The City of Cockburn is centrally located in the southern suburbs of Perth, on Whadjuk country. We’re a place of experiences, just 20 minutes’ from Perth city, with everything from pristine beaches and wetlands to theme parks and world-class recreation facilities.

At the City of Cockburn, we’re more than just a local government – we’re a vibrant, forward-thinking organisation that puts our people first. Our team is united by a shared desire to make an impact by helping to achieve our vision - Cockburn, the best place to be.

About the Role

The Service Lead - Customer Experience leads the delivery of customer service across the City's front counter, contact centre, digital, and after-hours channels. The role is responsible for ensuring a high standard of service delivery, managing customer feedback and complaints, and driving continuous improvement through the effective use of customer insights, operational data, and technology.

A key focus of the position is enhancing the customer experience by identifying trends, improving processes, and leveraging contact centre technologies, including Genesys, to optimise service performance and outcomes. The role also provides leadership to the Customer Experience team, oversees customer service initiatives, and contributes to the achievement of organisational objectives.

About You

You are an experienced customer service leader with a strong background in contact centre operations and a passion for delivering exceptional customer experiences. You have well-developed analytical and problem-solving skills and can confidently use customer and operational data to identify trends, improve performance, and drive continuous improvement.

You bring experience with contact centre technologies such as Genesys, strong people leadership skills, and the ability to build and motivate high-performing teams. Your communication skills, customer focus, and commitment to service excellence enable you to achieve positive outcomes for customers, employees, and the organisation.

If this sounds like you, we invite you to apply today and make an impact.

Salary and Benefits: Starting from Level 7 Step 1 – Step 4 ($115,300 - $122,437) of the City of Cockburn Industrial Agreement 2025, based on qualifications and experience.

Need more information? We encourage applicants to read the position description for a full understanding of the role before applying. For a confidential discussion about the role, please contact Julian Govender, Service Manager Information Technology and Customer (08) 9411 3444 9411 3444).

Apply: Hit the apply button and follow the prompts.

You will need to address the selection criteria detailed in the Position Description and Advertisement as part of your application (maximum of two pages).

To be eligible for this role you must be legally permitted to work in Australia on a full-time permanent basis. All applicants are required to undergo a pre-employment process which includes a fitness for work assessment, alcohol and drug screening, qualification/licence checks and a Nationally Coordinated Criminal History Check.

Closing Date: Monday 21 September 2026 at 5pm. The City of Cockburn reserves the right to commence shortlisting and close the advertising period early. We are currently not accepting applications from agencies.

We value equal opportunities for all which is why the City of Cockburn strongly encourages candidates from diverse backgrounds to apply. Every applicant is valued here.