Customer Experience Manager

Customer Experience Manager Required for a 23-Month contract
Your New Company
An independent public sector organisation dedicated to ensuring fair, accessible, and well-managed elections. The team values integrity, diversity, and inclusion, offering a modern, hybrid working environment and a strong commitment to employee wellbeing.

Your New Role
As a Customer Experience Manager, you will play a key role in enhancing customer engagement during major electoral events. Reporting to the Senior Manager, Customer Experience, you will lead projects focused on improving service delivery across multiple channels, including phone, email, webchat, and chatbot. Responsibilities include:
  • Developing customer playbooks and workflows for enquiries and complaints.
  • Analysing customer insights to identify trends and improve processes.
  • Leading quality assurance programs and collaborating with internal and external stakeholders.
  • Driving innovation and continuous improvement in customer service operations.

What You'll Need to Succeed
  • Technical Writing Expertise: Ability to produce clear, high-quality documentation and guides.
  • Project Management Skills: Experience in planning and delivering projects within deadlines.
  • Analytical Thinking: Strong ability to interpret data and provide actionable insights.
  • Customer Focus: Proven track record of developing customer-centric solutions.
  • Contact Centre Knowledge: Understanding of service quality measures and digital channels.
  • Excellent communication, stakeholder engagement, and facilitation skills.
  • Proficiency in Microsoft Office and Power BI (Microsoft Dynamics experience desirable).

What You'll Get in Return
  • A collaborative and inclusive workplace that values diversity.
  • Flexible working arrangements with a hybrid model.
  • Opportunities to contribute to meaningful work that safeguards democratic processes.
  • Professional development and a supportive team environment.

What You Need to Do Now
If you’re ready to take on this exciting role and make a difference, apply now! Ensure you meet pre-employment requirements, including a National Police Check and disclosure of political activities.

For more information, please email lauren.horne@hays.com.au



LHS 297508

Summary

Job Type
Contract
Industry
Government & Public Services
Location
VIC - Melbourne CBD
Specialism
Contact Centres
Pay
$113,024 + Super Per Annual
Ref:
2975270
Closing date
30 Jan 2026

Talk to a consultant

Talk to Lauren Horne, the specialist consultant managing this position, located in Melbourne
1 Melbourne Quarter, Level 9/699 Collins St, Docklands,

Telephone: 0396049548

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