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Manager Customer and Information Services Liverpool Plains Shire Council

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Manager Customer and Information Services Liverpool Plains Shire Council Manager Customer and Information Services Liverpool Plains Shire Council CANDIDATE INFORMATION 1 Candidate Information: Director of Corporate Services LeadingRoles.com.au Liverpool Plains Table of Contents Message from the General Manager ................................................................................................. 2 The Role ............................................................................................................................................ 4 About Council .................................................................................................................................... 7 The Liverpool Plains Region ............................................................................................................... 8 Recruitment Process........................................................................................................................ 12 Recruitment Process Timeframes .................................................................................................... 13 Contact ........................................................................................................................................... 14 Attachment 1: Organisational Structure Attachment 2: Position Description Blackville Arts and Markets Day Image credit: Sally Alden Page | 2 Manager Customer and Information Services Message from the General Manager Liverpool Plains Shire Council is striving to become an efficient, contemporary and customer-focused organisation that is fit for the future. We are currently implementing a new organisation structure that will support us in achieving efficiencies, enhancing productivity, and re- focusing on our core role and responsibilities. There is a sense of excitement about what we can achieve in the coming years and the opportunities that lie ahead for our Council and our community. We have a young, energetic and motivated Executive Leadership Team that is driving positive and long-lasting organisational change. We are now seeking to recruit a skilled Management team to support us in achieving this goal, and are looking for innovative, ambitious and laterally-thinking professionals who are driven to implement Council’s strategic objectives. The Manager Customer and Information Services will oversee the successful implementation of a new corporate business system across the organisation, while championing a contemporary and efficient approach to how we do business, deliver services, and engage with our customers. You will be heavily involved in driving transformational change across our organisation, and you can expect the position will be character-building and extremely career beneficial. The journey ahead for Liverpool Plains Shire Council is not an easy one, but it is certainly an exciting one. You can rest assured of my every support in your role and you will find working with me and the other Directors a stimulating and rewarding experience. Thank you for considering this opportunity. I encourage you to speak with the Leading Roles team to discuss the role further, and I look forward to seeing your application. Jo Sangster General Manager Page | 3 Manager Customer and Information Services The Role The Liverpool Plains Shire Council is - This project is key to driving Council’s transforming, with a focus on organisational organisational performance and customer performance, efficiency, and customer service. service goals. The Manager Customer and Information - Business systems implementation Services will be a leader in Council’s experience and advanced project organisational change and will create management skills will be required. contemporary, customer-service oriented systems and culture. Leading and Managing Change - The change management responsibility in Customer Service this position is primarily in Council’s business Council’s current customer service functions systems change project. This has a high are delivered through Council’s customer focus from the General Manager and has a service centre and visitor information centre. significant budgetary allocation. Council also delivers state government services - Very strong change management through its Service NSW Agency function. experience is required to achieve buyin, staff - Council’s current approach to the delivery of engagement, customer service culture its services, offers solid opportunity to change, and the sound execution of embrace contemporary digital and on-line successful project management across the technology in the provision of it services. organisation. - The new General Manager has a clear goal - Oversee the implementation of a new to transform the organisation and its business system and lead significant change services to the Liverpool Plains in this area. communities. - The customer service function had been - Council is seeking better alignment of the decentralised and has recently been customer service functions to the restructured into a distinct team and organisational strategy, more consistency of refocused. service and better overall leadership of the - The next steps are to implement customer customer service function in the service systems to support first contact organisation. resolution and measure performance, customer service training, and establish Information Technology systems to enable bookings, payments, and Council is currently in the final stages of the first level enquiries. selection of a new business system. The new Manager will be a key leader in the information system change project. - Council views this as an opportunity to reorient the organisation’s business systems for the customer. Page | 4 Manager Customer and Information Services Technology and Information Resilience and Adaptability - This role will best suit a senior customer - A system and culture change activity of this service leader who may have had business size will require the new manager to be analyst experience in a previous role. unrelentingly positive, motivating and have an impactful and adaptive communication - The successful candidate will have style. transformative, organisation culture change experience, and customer service orientation through technology. Qualifications - Tertiary qualification in Information Create and Innovate Technology, Business, Management or related discipline. - There is an enormous opportunity to apply a contemporary approach to customer - Postgraduate qualifications in Business, service. Leadership, Management or related discipline are highly desirable. - Strong abilities in identifying, understanding and streamlining workflows will be highly regarded. Council offices are located in Quirindi, a Community and Customer Focus township situated amongst picturesque Customer Survey foothills and the major service hub for the rich and fertile Liverpool Plains. The township offers - Council has recently completed a customer excellent education and health services. and community survey and identified key opportunities towards ensuring operational For partners, there are career opportunities in excellence in servicing the needs of our the agricultural, mining, state government and community. regional commercial sectors. - This presents as an opportunity for the new manager to have a leading role in ensuring the community’s perception and experience of dealing with Council is one of a customer centric organisation. Internal Stakeholders - The new Manager will need to be rigorous and focused in embedding the new culture of community service and customer focus and will do this with the General Manager’s full support. - There is a coaching element to this role requiring compelling and authentic communication and transformational leadership. Page | 5 Manager Customer and Information Services Page | 6 Manager Customer and Information Services Quirindi Creek Image credit: Sally Alden About Council Centrally located in north-west New South The population centres of Quirindi and Werris Wales and strategically nestled in the foothills Creek are located at the heart of the Shire and of the Great Dividing Range, the diverse and are supported by several smaller villages and abundantly resourceful Shire is surrounded by hamlets including Blackville, Caroona, picturesque mountain ranges and expands Currabubula, Pine Ridge, Premer, Spring Ridge, across the vast and bountiful Liverpool Plains. Wallabadah and Willow Tree. The Liverpool Plains Shire Council is centred in These vibrant communities, rich in agricultural Quirindi, and serves a population of around and indigenous heritage, form part of an 8000 people. The region has excellent emerging cultural hub. transport connections, a growing arts and culture industry and a wide range of rural tourism and lifestyle attractions. Werris Creek Railway Station and Museum Page | 7 Manager Customer and Information Services The Liverpool Plains Region The Liverpool Plains incorporate the towns For the fishing enthusiast you can throw a line Quirindi and Werris Creek and the villages in from the allocated areas at Quipolly Dam Willow Tree, Premer, Spring Ridge, and catch that elusive Murray Cod or try your Currabubula, Wallabadah, Pine Ridge, luck from the casting wharf. For the bird lovers Caroona, Walhallow, Blackville. there is also a bird hide located further east at the old Quipolly Dam. Quirindi At the heart of the Liverpool Plains is the Werris Creek beautiful town of Quirindi, known as the “nest Werris Creek, known as Australia’s first and in the hills”. Along the main street you will see last railway
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