Team Leader

**INFORMATION FOR APPLICANTS**

Greater Shepparton City Council, situated in the heart of the Goulburn Valley, is the fourth largest provincial centre in Victoria and has a well-developed economy due to its strong agricultural and irrigation base, with major industries related to food processing, manufacturing and transport. The Goulburn Valley is often referred to as 'The Food Bowl of Australia' as around 25% of the total value of Victoria's agricultural production is generated in this area.

Greater Shepparton has a population of approximately 65,000, and an expenditure budget in excess of $118 million. The population is culturally diverse with 9.9% of residents being born overseas. The area has excellent education, recreation, cultural, social and health facilities and tourism is a developing focus for the region.

**Team Leader - Customer Service**

**Salary**:$98,273.24 per annum
**Closing**:Friday 31 January 2025
**Full time - Temporary**(To 1 March 2027)

Are you a passionate leader with a knack for delivering exceptional customer experiences? We are seeking an experienced Customer Service Team Leader to lead the Customer Service team at Greater Shepparton City Council and oversee all activities associated with customer service delivery.

As the Customer Service Team Leader, you will play a role in implementing our new customer service charter and strategy. Your proven track record in call centre environments and servicing customers and your ability to analyse departmental performance will be key in enhancing our operations.

Key Responsibilities include:

- Supervise and coach a dedicated team of customer service professionals, fostering a culture of excellence and continuous improvement.
- Ensure a best practice approach to the delivery of customer service, continuously working towards improving the Council’s Community Customer Satisfaction rating. Work with internal stakeholders to enhance the corporate knowledge of the customer service staff and facilitate ongoing process improvement initiatives.
- Oversee the management of the Council’s Customer Request Management System to ensure effective use and improve the overall customer experience.
- Utilise your experience in reporting and analysing departmental outputs to drive performance and optimise service delivery across reception, transactions, and call centre functions.
- Handle escalated and complex customer inquiries with a solution-focused approach, ensuring each customer feels valued and heard.
- Oversee workforce management and planning, including forecasting, reporting, and call quality functions, to ensure optimal team performance.

We are looking for proven experience in a customer service leadership role, preferably in a call centre environment, and strong analytical skills with the ability to interpret data to inform decisions. You will need exceptional coaching and supervisory skills, with a passion for developing team members and a proactive mindset with a focus on solutions and positive change.

As our Customer Service Team Leader, you will have the opportunity to make a real impact and drive our customer experience to new levels of excellence. If you are ready to lead a team dedicated to providing outstanding service and are excited about driving change, we want to hear from you. Join us in our mission to create exceptional customer experiences at Greater Shepparton City Council.

For further information about this position, please contact Sonja King, Manager - Communications and Engagement, on 0407 523 945.

First Nations people are encouraged to apply.