Team Leader Customer Service

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.