Team Leader Customer Experience

Customer Experience
- Full-time
- Closing on: Jul 1 2025
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- Support our Customer Experience Agents provide service excellence
- Full time ongoing position with flexible work options
- $94K - $103K per annum (dependent on experience) + superannuation

**About the role**
Our Team Leader Customer Service will support our high performing Customer Experience Agents to deliver exceptional customer service to the residents of the Glen Eira City Council community.

Your leadership will directly influence the effectiveness of front-of-house and contact centre operations, working closely with the Coordinator Customer Experience Operations and internal departments to deliver improvements that make a significant impact and promote service excellence.
- Other responsibilities include:_
- Building strong, collaborative relationships across departments to enhance service delivery and the customer journey
- Providing hands-on support in the contact centre, guiding staff through complex customer enquiries and escalations.
- Overseeing quality assurance, regularly monitoring staff performance, and ensuring service standards are consistently met.
- Driving staff development through training, coaching, and induction programs.

**About you**
You will possess a natural ability to lead, and are comfortable guiding a team through challenges, change, and growth. You know how to support staff development through structured training/ informal mentoring and understand how to enhance the customer experience.

You can engage confidently with all people, whether you're working with internal teams or helping resolve a customer issue. You thrive in a fast-paced environment and take pride in your ability to stay calm, organised, and focused.

The following is also required:

- Completion of a tertiary qualification with little or relevant customer service management experience, or lesser formal qualification with relevant work experience and skills.
- Ability to successfully assist with and lead change with a focus on the customer experience, innovation and continuous improvement.
- Demonstrated experience in delivering quality customer service within a complex environment.
- Not meeting all the requirements for this role? We value diverse experiences for positive community outcomes. If you're excited about the position but don't perfectly align with the criteria, we still encourage you to apply._

**Pre-employment checks**
- Employee Working with Children Check
- New National Police Record Check
- Evidence of right to work in Australia.
- Attach your resume
- Attach a cover letter (no more than one page)

**Closing date**: 1st of July 2025 at 11.55pm

**What’s on offer**
We have a great culture that is valued by all our staff. Teamwork, collaboration and innovation are a key focus at Glen Eira City Council. We will offer you:

- Flexible work options
- A supportive and collaborative team environment where your ideas are welcomed
- Access to paid training and participation in Council’s extensive Learning and Development programs
- Reward and recognition programs
- Comprehensive leave entitlements
- Corporate gym memberships at Glen Eira Leisure

**Working at Glen Eira City Council**
The City of Glen Eira is a dynamic municipality located within the southeast metropolitan region of Melbourne, approximately 10 kilometres from the CBD. Council provides a range of services to over 155,000 residents from more than 160 cultural backgrounds and over 16,000 businesses.

Glen Eira City Council is a collaborative, values-based organisation that strives for innovation. Our 1,370 employees bring their diverse backgrounds and varied experiences and perspectives to an inclusive and flexible work environment, creating a unique and vibrant culture that is representative of the municipality it services.

Recognised as an Employer of Choice, we seek people who share our community focused values and have a desire to create positive local impact.

**Glen Eira City Council prides itself on being an equal opportunity employer and a child safe organisation. As a Council, we are committed to**:

- **Providing a diverse and inclusive workplace that values the safety and wellbeing of children and young people, as well as all our employees.**:

- **Reconciliation and supporting the Aboriginal and Torres Strait Islander aspirations.**

**We value the knowledge, skills and talents that all people can share with our workforce and community.