Customer Service Team Leader

**Employment Status**: Permanent - Full time
**Days & Hours of Work**:Monday - Friday**,** totalling 38 hours per week
**Competitive Salary**:Band 6** - **$98,867.71 p.a. + 11.5% superannuation
**Location**:Corporate Centre in Sandringham, with the flexibility to work from home

**About Us**:
We are a passionate organisation, connected in our shared goal to be ‘sector leading’ in all that we do for the community and each other. Home to over 100,000 residents, Bayside City Council's enduring purpose is building extraordinary places, thriving communities, and better futures.

Bayside Council is an equal-opportunity employer committed to providing an accessible and safe working environment that embraces and values child safety, diversity, and inclusion. Our organisational strategy is made up of three priorities and we consider these in everything we do**:Diversity, Equity & Inclusion**, **Customer Experience** and **Results Matter**.

We want everyone to be as proud of what we are achieving - and excited about our future - as we are, and we are committed to working together to achieve this.

**About the Role**:
***You will be responsible for:

- Supervision of day-to-day operations of permanent, casual and temporary Customer Service Officers.
- Ensuring a positive team culture is maintained through providing ongoing support, encouragement and regular 1:1 check-ins, on a fortnightly basis
- Support Customer Service Officers with managing challenging interactions and providing resolutions by following Council’s escalation processes.
- Provide ongoing coaching to staff on first point of call resolution and seek opportunity for facilitated upskill sessions.
- Ensure staffing levels and rosters meet council’s customer service obligations and operational requirements.

**Key Selection Criteria**:
To be successful in this role, you will bring the following skills and competencies:

- Substantial experience leading teams within a contact centre environment.
- Demonstrated experience in supervising, supporting and training customer service staff.
- An approachable and enthusiastic management style that supports and leads the Customer Service team to achieving targets and high level KPIs.
- Sound judgement, problem solving and decision-making skills.
- Demonstrated commitment to exceptional customer service delivery.
- Develop strong and positive relationships with both internal and external customers.

**Mandatory pre-employment requirements**:

- Be willing to undergo and complete a satisfactory criminal history check.
- Provide or obtain an employment-based Working with Children check.

**What we can offer you in return**:

- A work life/balance through flexible and hybrid working arrangements.
- Generous leave provisions, including accrued time off, parental leave, three days of wellbeing leave per year, cultural and ceremonial leave, gender affirmation leave, plus the ability to purchase up to four weeks additional leave per year.
- Dedicated Staff Wellbeing programs, events and gym membership discounts.
- Learning and development opportunities so our people can grow and thrive.
- A Parkland surrounded office that is only short 500m stroll to the beach.
- Free onsite staff parking plus hybrid vehicles that employees can book for work related travel.
- A Green Money program, that rewards our staff for taking simple everyday steps to a more substantiable and climate aware living.

If you are ready to be part of our incredible organisation, and you think this role is the right fit for you, then we look forward to finding out more about you and what you would bring to this role.

**How to apply**:

- To discover more about the role and responsibilities review the Position Description
- If you require reasonable adjustment at any point throughout the recruitment process, then please do let us know by contacting the listed Hiring Manager.

**Applications close**: Sunday 9th June, 11:55pm
- Bayside City Council prides itself on its values of _**_Respect Each Other_**_, _**_Own It_**_, _**_Work Together_**_ and _**_Find Better Ways_**_._
- Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land, and we pay our respects to their Elders, past, present and emerging as well as all Aboriginal or Torres Strait Islander community members with us today._