Customer Service Team Leader

4 weeks ago

Greensborough, Australia Banyule City Council Full time

**Located in Greensborough, with some travel to our Ivanhoe office**:

- **Full time position until 30 June 2025**:

- **Monthly Rostered Day Off (RDO)**:

- **Lead our Customer Service Team**:

- **Generous leave entitlements**

Banyule Council has an exciting opportunity for Customer Service Team Leader to join our Customer Experience and Business Improvement team and play a lead role in the Customer Service team who are the first point of contact for our external customers who live, work or play within Banyule.

The team works across two service centres and is committed to providing an excellent customer experience and resolving the majority of queries at first point of contact. There will be a requirement to travel between office sites - Greensborough and Ivanhoe.

The team works with internal business units to improve service delivery to our community and align with the Banyule Service Promise principles.

**About the role:
- Lead in the development of a range of special projects that promote improved delivery of service to our customers
- Embed a process of continuous improvement for all Customer Service functions
- Promote a culture in the Customer Service Team that ensures a prompt, consistent, accurate and friendly service to customers
- Work collaboratively with the Leadership Team to reach decisions that will give guidance and direction to the Customer Service unit
- Align work practices across the organisation with the Banyule Service Promise
- Lead a team of customer service officers through coaching, training, and performance monitoring to improve customer service outcomes

**Skills, experience and certificates:
- Ability to provide exceptional customer experience with a first point of contact resolution mindset
- Align to the Banyule Service Promise
- Commitment to organisational priorities and initiatives
- Ability to work independently as well as an effective team member
- Ability to train and lead a team of customer service officers
- Excellent communication skills with both internal and external customers via written or verbal communication methods
- Ability to build rapport and identify favourable outcomes for internal and external customers
- Demonstrated ability to be a leader within the team and demonstrate resourcefulness and initiative
- A high level of professionalism and discretion in dealing with confidential and sensitive situations and information.
- Sound administrative, research and analytical skills

**Mandatory Pre-employment screenings**:

- COVID 19 vaccination certificate
- Police Check
- Driver's Licence

**What is in it for you?**
- Genuine work life balance and generous leave arrangements
- Ongoing learning and development opportunities
- Health and well-being initiatives, include access to Fitness Passport and Employee Assistance Programs
- Monthly Rostered Day Off (RDO)

**How to apply**:
For more information about this position please access a copy of the position description via the link below to discuss your suitability, we encourage you to contact **Megan Farquhar **on **(03) 9490 7123 **for a confidential conversation.

**_Applications close: Friday 23rd June at 11.45PM
- **

**Our Culture**:Our Staff choose to align their career with Banyule by living the values of Respect, Integrity, Responsibility, Initiative and Inclusion, strong learning and development culture and the positive way we work in partnership with the community.

**Diversity Statement**:Our community is made up of diverse, cultures, beliefs, abilities, bodies, sexualities, ages and genders. We are committed to access, equity, participation and rights for everyone: principles that empower, foster harmony and increase the well-being of an inclusive community.

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