Customer Experience Lead

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Introduction:
An exciting opportunity has become available for a Customer Experience Lead to join the Corporate Business Department of Forbes Shire Council.

Reporting directly to the Manager Corporate Business, the aim on this position is to provide high-quality business services and administrative support to all tiers of Council, leading and supervising a professional, multi-faceted customer experience and business services team on behalf of Forbes Shire Council and the community.

Working both independently and as part of a Corporate Services Team, you will work to achieve timely and appropriate outcomes on an exciting range of projects including the call centre operations, customer request management and record management.

Description:
To view a copy of the job description, please click HERE

Please email people@forbes.nsw.gov.au for a copy of the position description.

Skills and Experiences:
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MORE ABOUT THE COMMUNITY

Forbes is a vibrant town nestled on the Lachlan River and has the amazing Lake Forbes running through the centre of town.

In a sought after location, Forbes offers ease of access to Sydney via a 1-hour flight or a 3-hour drive to Canberra. We are also located halfway between the busy cities of Melbourne and Brisbane right on the Newell Highway boasting the benefits of country living with young families and couples who may want to work in Mining or construction as well as a thriving agricultural base.

Forbes Council is a hive of activity, especially in regards to the operational delivery of projects to the community and the diversity within the workforce. With an Organisational Structure with close to 150 identified positions, roles range from Masters and Degree qualified professionals (Engineers, Surveyors, Planners and Accountants) to experienced labourers, trainees, trade qualified operators and a diverse range of officers in administration, Strategy, environment, economic development and community. Council offers flexible work arrangement, study support and a wide exposure to the legislative operations of Local Government through to community engagement and delivery.

With a $50 million capitol works budget for the delivery of infrastructure and capital projects, Council is currently undertaking exciting projects such as the Goldridge Estate, subdivision development, Central West Industrial Park, Lake Forbes Activation Strategy, CBD redevelopment Projects, major works in regards to the Water and Sewer networks, our state-of-the art Central West Livestock Exchange and a range of other exciting projects. Forbes Shire Council is also currently delivering major projects in the People and Technology space including Leadership Development programs, online management software and enterprise wide system upgrades - in the aim of being future ready for the dynamic and changing pace of Local Government.

Our future plans are related to the IP&R framework in Local Government and our emphasis is in the areas of preservation, growth and development in Infrastructure and asset management, governance and leadership, community development and environment and heritage. We have ambitious goals set out in our Community Strategic Plan – paving the way for an ever changing and growing Forbes Shire, and Central West hub into the future. Forbes Council values vibrancy and energy, community partnerships, high quality delivery and the safest operations for our staff and the community. Come and be a part of our team!

PRIVACY

Forbes Shire Council, as part of the recruitment process will be collecting information about you. This information will be kept confidential and will only be accessible to the HR team and members of the interview panel.

SELECTION PROCESS

It is important that your application is completed by the closing date, the panel review committee are not obliged to accept late applications. All applications will be acknowledged.

EQUAL EMPLOYMENT OPPORTUNITY

Council aims to ensure fair, equitable and non-discriminatory consideration for all applicants, regardless of sex, ethnic or racial origin, or physical disability.

Forbes Shire Council's selection process stages are outlined below:

• Shortlisting - The selection panel (usually 3 members) will assess all applications against the selection criteria contained in the position description. The panel will then decide which applicants best meet the criteria and will call for interview.
• Interview - You will be given at least 2-days notice if you are required for an interview. The interview panel will consist of either 3 or 4 members, one of which will be the HR Facilitator, who will work with the panel to recommend the most suitable person for the position.
• Reference checks and other checks - Referee checks will be carried out on the recommended applicant/s. Positions that have been identified as child-related, will be required to undergo a Working with Children Check through the Office of Children's Guardian NSW
• Pre-employment Functional Assessment - The preferred applicant will be required to undergo a pre-employment functional assessment at Council’s expense. This will include a Functional Assessment, urine Drug and Alcohol Testing and a hearing screen
• Notification of the result - The successful applicant will be verbally notified as soon as possible after the interview and will receive a written letter of offer via email and in the post. Unsuccessful applicants will be notified by email once the offer of employment has been accepted and Council has been formally notified of the acceptance.

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Applications for this position close on Sunday 12 July 2026.