Team Leader Customer Service

5 months ago

Darebin, Australia City of Darebin Full time

Permanent, full time
- Salary $103,547 plus super
- Monthly RDO

At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to enable a diverse, inclusive and connected community.

**About Darebin City Council**
Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

**About the Role**
Working in a diverse and fast paced environment, this role presents you with the opportunity to showcase your understanding of customer service practices, leadership and your ability to manage multiple customer contact channels. You will be responsible for:

- Managing a team of Customer Service Officers providing people management and deployment of resources across the channels
- Lead, develop, coach and motivate a team of customer service officers
- Oversee daily operations of customer service contact centre and service centres ensuring a quality, consistent and friendly service to our customers.
- Responsible for recruitment, induction, training and rostering to ensure a streamlined operation, ongoing efficiency gains and a great customer experience.
- Achieve customer service level agreements (SLA's) and customer key performance indicators (KPI's).
- Identify gaps in delivering excellent customer experience and devise solutions for improvement
- Collaborate with diverse teams across the business.

**Skills & Experience**
The successful applicant will possess:

- Demonstrated experience in leading a customer facing team in a contact centre
- Thorough understanding of customer service principles and management of customer service metrics to drive continual improvement.
- Demonstrated experience in planning and conducting the full cycle recruitment process.
- Demonstrated experience in developing and delivering induction and ongoing training programs.
- Solid understanding of workforce management across multiple locations.
- Ability to lead, motivate and develop a professional team and model behaviours that improve performance.

**Culture**
As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

**Benefits**
We offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Great and a variety of generous paid and unpaid leave options.

**How to Apply**

We’re also happy to adjust our recruitment process to support your accessibility needs.

Contact Tarsha Sandefur, Coordinator Customer Service on 03 8470 8804 for a confidential discussion.

**Applications close 18th February at 11:30pm**

Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.

To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.

Council requires all employees to be fully vaccinated against COVID-19 as outlined in the Staff Covid-19 Vaccination Policy.

  • Team Leader Civic Services

    2 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - Salary $97,480 plus super - Convenient Preston Central location, close to public transport Lead a dedicated team to manage the venue hire operations of the Preston City and Shire Halls, and deliver effective and responsive civic support services to the Darebin Municipal Offices at Preston. - Permanent, Full Time - Salary $97,480 plus...

  • Customer Service Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    Various Positions, Full-Time / Part-Time (Band 4, starting from $70,144.36, pro-rated for part time) - Casual (Band 4, hourly rate $44.372) - Flexibility is available for the days/hours worked Various positions - Full-time/Part-time (Band 4, starting from $70,144.36, Pro-Rated for part-time) - Casual (Band 4, hourly rate $44.372) Flexibility is available...

  • Customer Service Officer

    2 months ago

    Darebin, Australia City of Darebin Full time

    Various positions, Part-Time and Casual - Part-Time (Perm & Temp) Band 4, $74,824.36, Pro-Rated. - Casual (Band 4, hourly rate $47.333) **Various positions** - Part-Time (Perm & Temp) Band 4, $74,824.36, Pro-Rated. - Casual (Band 4, hourly rate $47.333) **About Darebin City Council** Located in Melbourne’s northern suburbs, Darebin City Council is home...

  • Team Leader Marketing

    2 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Part-time position - $97K + super per annum (pro rata 0.8 EFT) - Creative and supportive work environment Be part of a unique, creative team! Design and deliver the marketing and communications plan for the City of Darebin’s Arts portfolio, including its performing arts, festivals and visual arts services. This role will lead a cohesive,...

  • Education Team Leader

    5 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, full time - Salary - $92,369 plus super - Location in a beautiful environment, close to public transport Bundoora Park Farm is seeking an energetic and innovative Education Team Leader to lead and direct our enthusiastic Education Team in Bundoora Park, a Darebin City Council regional park. Bundoora Park Farm is a space that brings together...

  • Team Leader Library Collections

    2 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full time (including fortnightly RDO) - Salary $97,480 plus super - Library branches are easy to get to via public transport, bicycle or car Darebin Libraries has an exciting leadership role that will be responsible for leading the Collections Team to maximise opportunities for lifelong learning and enhance customer satisfaction with the library...

  • Team Leader Social Connection

    3 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - Salary circa 97k plus super - Convenient Northcote location, close to public transport About Darebin City Council Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The...

  • Team Leader Local Laws

    5 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - Salary - Circa $103,547K per annum + Option of RDO + Super 11% - Preston location, close to public transport, work-from-home supported. We are seeking a dynamic Team Leader Local Laws and Animal Management with a demonstrated ability to integrate outstanding Customer Experience (CX) strategies into operational frameworks. The role...

  • Operations Team Leader, Bundoora Homestead Art

    5 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, part time position - Circa $75K (pro rata) 0.6EFT - Creative and supportive work environment Be part of a unique creative space! Help shape the visual arts offering at Darebin City Council in this exciting role working with Council’s cultural collections, and its public art gallery, Bundoora Homestead Art Centre. At Darebin, diversity, equity,...

  • Customer Experience Officer

    1 month ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full time (including fortnightly RDO) - Opportunities for higher duties and secondments into different roles - Library branches are easy to get to via public transport, bicycle or car Have a positive impact on the Darebin community in this dynamic role supporting the continuous improvement of library customer experience. Develop, deliver and...

  • Customer and Operations Management Officer

    4 weeks ago

    Darebin, Australia City of Darebin Full time

    Full time - $74,824.36 + super - Reservoir Location At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to...

  • Customer Resolution Manager

    2 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - Competitive salary, Band 7 - $109,139 - Convenient Preston location, close to public transport We are on an exciting journey to improve customer experience and deliver positive customer outcomes. An experienced Customer Resolution Manager you will partner with the organisation to lead best practice complaint management and provide...

  • Education Program Leader

    5 months ago

    Darebin, Australia City of Darebin Full time

    Employment type - Casual - $41.31 per hour - Located within Bundoora Park At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps...

  • Customer Resolution Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, full time - Competitive salary circa $103k - Convenient Preston location, close to public transport At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied...

  • Social Support Program Leader

    1 month ago

    Darebin, Australia City of Darebin Full time

    Temporary, Part time (Parental Leave); 19/11/2024 - 17/10/25 - 30.4 hours over 4 days per week (Tues-Fri) - Salary circa - $80 k per annum (pro rata) + Super At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our...

  • Strategic Leader of Operations

    2 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - $109K + Super - Part of the Arts Precincts team, incorporating the Northcote Town Hall Arts Centre and Darebin Arts Centre. Be part of a unique, creative team! Coordinate and manage the Northcote Town Hall Arts Centre, a performing arts venue known for delivering a high-profile arts program, to ensure that customer services,...

  • Service Improvement Coordinator

    2 weeks ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - Competitive salary range, Band 8, circa $126,682 - $136,461 + superannuation - Convenient Preston location, close to public transport An experienced service design and review professional, you will lead the development, planning and delivery of a service review program that focuses on outcomes that deliver value to the community. The...

  • Coordinator Childrens Services

    4 weeks ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full time. Flexible working hours - Lead an exciting, diverse and innovative team and portfolio - Convenient Preston Central location, close to public transport The Coordinator Childrens Services is a senior leadership position and will be responsible for the effective leadership, management and operation of sector leading early services to the...

  • Tesco Shift Leader

    1 month ago

    City Of Darebin, Australia Tesco Partners Full time

    About the RoleWe are seeking a highly motivated and organized Shift Leader to join our team at Tesco. As a Shift Leader, you will be responsible for overseeing the daily operations of the store, ensuring that customers receive excellent service, and leading a team of colleagues to achieve sales and customer satisfaction targets.Key ResponsibilitiesCoordinate...

  • Casual - Venue Services Officer (Foh)

    5 months ago

    Darebin, Australia City of Darebin Full time

    Rostered casual hours as required - Band 3, $40.79 p/hour - Northcote Town Hall Arts Centre and Darebin Arts Centre Location **About City of Darebin** Located in the northern suburbs of Melbourne the City of Darebin has a population of 161,609. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan...