Swan Hill Rural City Council – Swan Hill VIC
$153,000 - $153,000 a year
Full time, Permanent
Hybrid
20d ago , from Swan Hill Rural City Council
Are you focused on customer experience anddelivering exceptional customer experiences that make a real difference? Do youthrive on leading change, improving services and putting customers at the centreof everything you do?
We are seeking a dynamic and forward-thinkingCustomer Experience Manager to lead the delivery of our Customer Experience(CX) Strategy and shape how our community engages with Council—now and into thefuture.
About the Role
This exciting current role is responsible fordelivering Council's Customer Experience (CX) Strategy and ensuring consistent,high-quality, customer-centred services across all channels.Reporting to the Director Customer &Community; Services, you will lead customer service functions, overseecustomer-facing systems and processes, and ensure customer insights informorganisational decision-making.
You will:
Lead customerservice operations across the Swan Hill municipality
Drive astrong customer-first culture
Develop andsupport high-performing teams
Ensureservices meet compliance, risk, and governance requirements
Use data andinsights to continuously improve service delivery and community outcomes
What You'll Bring
Experience incustomer experience leadership and service delivery
Provenability to drive change and continuous improvement
Strong communicationand stakeholder engagement skills
Experiencewith CRM systems and digital tools
Ability touse customer insights and data to inform decisions
Experienceleading and developing high-performing teams




Skills inprocess improvement, service design, and customer journey mapping
Working with Children Check (Employee Type)
A National Police Check will be conducted on the preferred applicant.
PermanentFull-Time role with genuine work-life balance
Total Remuneration Package of $153,000 per annum
Leave & Flexibility
Four weeksannual leave + 17.5 % leave loading
12 dayspersonal (sick/carer's) leave
Paid parentaland adoption leave
Long serviceleave (pro-rata after 7 years)
Flexible workarrangements, including work from home, and flexible hours depending on role
Option topurchase additional leave
Benefits & Culture
Salarypackaging options (including superannuation salary sacrifice)
Subsidisedgym memberships
Active socialclub
Applications close 12 noon on Thursday, 24 September ****.
Why Swan Hill?
Because it's where lifestyle and opportunitycome together!
Swan Hill is a place where families flourishand life feels full. Picture relaxed weekends exploring peaceful countryside,unwinding by the Murray River, and soaking in breathtaking sunsets.With great schools, family-friendly activities,and abundant parks and open spaces, Swan Hill offers the ideal blend ofcommunity, connection and career opportunities.Treat yourself to the Mallee's renowned freshproduce and enjoy easy access to natural treasures like lakes, wetlands,forests, and more – right on your doorstep.
Learn more about living in Swan Hill at Dream Swan Hill and explore the Swan Hill ResidentGuide.
Need Assistance?
For questions about the role or application process, contact the HumanResources team ****** *********.
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📌 Customer Experience Manager (Swan Hill)
🏢 Swan Hill Rural City Council
📍 Swan Hill