About the role
Knox City Council is currently recruiting for the Head of Customer and Service Improvement to join our Strategy and Transformation Department. The Head of Customer and Service Improvement reports to the Manager Strategy and Transformation, with a team of five reporting into the role.
The role is responsible for the identification and implementation of initiatives to improve Council's services, processes and customer experience. Working closely with senior leaders and across the business, you will help achieve our goal of becoming a customer centric and financially sustainable organisation with a sophisticated understanding of customer needs and priorities. This important role will build the continuous improvement capabilities of our diverse teams and ensure Council services are positioned to meet changing customer and community needs.
This is a Band 8 classified role. Remuneration will be $129,171.45 to $145,030.21 (depending on experience) plus superannuation in accordance with the Superannuation Guarantee.
This is a full-time role based at Knox City Council Civic Centre in Wantirna South. We support flexible working arrangements while ensuring operational needs of the role are met.
What you will bring to this role
- Demonstrated leadership experience managing and developing large, multidisciplinary or specialist teams to deliver high-performing advisory and improvement services.
- Demonstrated ability to translate strategic objectives into practical initiatives that improve customer experience, operational efficiency and financial sustainability.
- Proven experience leading service review and improvement programs aligned with organisational, customer and financial outcomes.
- Significant experience developing and embedding systems, tools, methodologies and processes to support good customer experience and improvement practices and planning across the organisation.
- Highly developed stakeholder engagement and relationship management skills, with the ability to influence, negotiate and collaborate effectively across diverse groups and levels of the organisation.
How to apply
Please submit your application, including your resume and cover letter by 11:45 PM on Monday 10 August 2026.
All applications must be made via the online portal. No applications direct to the hiring manager will be considered.
For further information on this role please contact Tom Scanlan, Acting Manager Strategy and Transformation, at [email protected] or on +613 9298 8536.
A link to the position description can be found in the job listing on our Knox City Council Jobs and Careers page.
Please note: Candidates will be shortlisted as applications are received and this role may close earlier than the anticipated closing date.
Why work at Knox
Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community. As an employee of Knox, you can enjoy:
- Accrued or rostered days off available for full-time roles, depending on operational requirements
- Broad range of leave options including up to 16 weeks primary and up to 4 weeks secondary parental leave
- Salary sacrifice option for Council-owned childcare fees
- Opportunities to take on temporary roles or work in different teams to build skills and support career growth
- Support towards further study
- 50% off Knox Leisureworks memberships
- Employee Assistance Program (EAP) for support in managing personal and work-related challenges.
To find out more about the benefits of working at Knox City Council, visit knox.vic.gov.au/why-work-knox
Our commitments
Knox City Council is an Equal Opportunity Employer that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.
Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.
Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.
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