About the job
Exciting Opportunity: Join Us as a Service Delivery Network Lead!
As the Service Delivery Network Lead at Hamilton City Council, you will partner with the Customer Service Delivery Manager to guide a dedicated team focused on delivering exceptional customer experiences across a diverse array of council services.
This pivotal role is situated within our 24/7, 365-day Contact Centre, where we cater to customer needs at all hours. You will lead a team that works across various shifts, including day, evening, overnight, weekends, and public holidays, ensuring the community has constant access to vital support. Your adaptability and comfort in a continuously operational environment are crucial, alongside your capacity to provide steady and visible leadership whenever required.
Your primary mission is to cultivate and enhance a high-performing team empowered to achieve excellent first-contact resolutions. You will ensure that service levels are met through motivated, skilled personnel who share your passion for serving the community.
In this dynamic environment, you will exemplify outstanding customer service, demonstrate consistent leadership, and respond swiftly to the evolving needs of our customers. You will maintain a calm, empathetic, and decisive demeanor while handling escalations, ensuring that your presence instills stability, clarity, and confidence within the team. As an engaging leader, you will energize the workplace, foster robust team connections, and make collaborative decisions that positively impact your team.
Key Responsibilities:
- Serve as the first point of escalation for daily customer concerns or complaints, providing empathetic leadership.
- Offer hands-on support and guidance to the team during daily operations.
- Assist the team in an on-call capacity during After-Hours support (rostered).
- Collaborate with the Operations Manager to establish achievable service levels that enhance customer experiences.
- Work with the Service Delivery Lead to mentor and develop staff in the Municipal Building and Aquatics sectors.
- Manage scheduling and rostering to ensure optimal resource allocation across all service channels.
- Promote and embody our vision, mission, and values, maintaining strong engagement within the team.
- Ensure accuracy and consistency in customer interactions, adhering to established processes and our customer promise.
- Uphold strong performance and quality frameworks—setting expectations, monitoring progress, and guiding improvements.
- Provide constructive feedback, identify training needs, and support continuous staff development.
- Build and maintain strong collaborative relationships with internal business units, partner teams, and external stakeholders.
- Encourage initiatives that drive efficiency and enhance the customer experience.
- Foster high levels of team engagement.

