Customer Service Team Leader

Fixed Term position until November 2026, Band 5: $77,685 - $89,425 plus superannuation.

Lead and inspire a dynamic frontline team delivering exceptional customer service across phone, digital, and face-to-face channels, ensuring a consistent and positive experience for our community.
- Play a key operational role in shaping service delivery, driving team performance, and supporting continuous improvement in a fast-paced, multi-channel environment.

**About Baw Baw Shire Council**

A Baw Baw Shire Council career goes beyond business as usual. You'll find exciting development pathways rich in opportunity. Our thriving and engaged culture-first workplace is built on the passion and talent of people who proudly deliver vital services and exciting projects to a community they care about.

Our organisation comprises of a multicultural workplace of around 400 full-time, part-time and casual employees, all benefiting from great flexibility, work/life sway, study support, health and wellbeing initiatives and ongoing learning and development programs.

At Baw Baw Shire Council, we invite our people to tackle projects that keep them inspired. We encourage the exploration of new ideas. We support the enhancement of building on current skills and developing new ones.

Located adjacent to Melbourne, Baw Baw Shire is one of Victoria's fastest growing municipalities with freeway and V/Line access into Melbourne's CBD and suburbs. This allows easy access to training, seminars and conferences in the city, without diminishing the direct impact that comes from working within a close-knit rural community.

**Job Summary**

This is a hands-on leadership role at the heart of a fun, supportive, and community-focused team. Leading a vibrant group of customer service professionals, you'll help shape how our organisation is experienced across phone, digital, and in-person channels. You’ll foster a positive team culture where people feel valued, supported, and empowered to do their best work.

Every day brings variety, from guiding team members through tricky calls, to solving real-world customer problems, to improving the way we work. You’ll champion high standards while keeping the mood upbeat and the team connected.

As a trusted point of escalation, you’ll use your initiative and people skills to keep things moving smoothly. If you love building strong teams, thrive in a fast-paced environment, and want to make a genuine difference in your community, this is the role for you.

**About the Role**

As Customer Service Team Leader, you’ll play a vital role in delivering responsive, community-focused service across our phone, digital, and front counter channels.

This 12-month fixed term position offers a unique opportunity to lead day-to-day operations, support a motivated team, and help shape how our organisation is experienced by the public.

You’ll work closely with team members to manage workflows, resolve service issues, and contribute to continuous improvement initiatives.

The environment is fast paced but highly collaborative, with a strong team culture built on trust, shared values, and good humour. Many of our team members have gone on to develop their careers within Council, and we’re proud to support those journeys. To hear directly from our staff and see what makes our customer service team a great place to work, check out our video: Customer Service Careers at Baw Baw Shire Council

It’s a fantastic opportunity for someone ready to step confidently into leadership, supported by a capable, experienced, and engaged team.

You’re looking to take the next step in your leadership journey and want to do it in a team that’s supportive, experienced, and genuinely enjoys working together. You bring a strong foundation in customer service—ideally across phone, digital, and face-to-face channels, and you're ready to grow your skills in people leadership and operational coordination.

Experience in local government or a similar regulated, community-focused sector would be a strong advantage, especially if you’re familiar with working within formal service standards, legislative frameworks, or public accountability. But just as important is your ability to stay calm under pressure, think on your feet, and lead with empathy, optimism, and practical judgement.

You’ll be guiding a capable and committed team, helping them thrive while shaping your own leadership style. If you’re motivated, people-focused, and ready to grow, we’d love to support you on your journey.

**Why you'll love working at Baw Baw Shire**
- Hybrid work is the norm here at Baw Baw for roles that can support it.
- Flexible work options, Baw Baw is committed to work-life balance.
- Learning and development opportunities through professional development programs.
- Access to rostered day off every four weeks (when working full time.)
- Career development opportunities.
- Study/development assistance.
- Employee Assistance Programs (EAP.)
- A thriving Social Club.
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