Customer Service Team Leader Libraries

**Full Time Permanent Position**

**Salary Range $86,169 to $93,835 per annum + 10.5% Super + RDO**

**About Melton City Council**

The City of Melton is a community where everyone belongs. Ours is a vibrant and diverse municipality—one of the fastest developing in Australia. Our organisation strives to provide our community with state-of-the-art amenity and facilities, engaging health and wellbeing options, and support to become active members of our Lifelong Learning City.

We invest in innovation, offering professional and personal development, and generous leave and flexibility to staff, while also fostering a collaborative and inclusive culture. You’ll be able to work close to home in a dynamic setting featuring cafes and retail options set amongst heritage buildings and open green spaces.

**The Opportunity**

The Customer Service Team are seeking a highly motivated Customer Service people leader who is dedicated to the development of the team and completing daily tasks to a high standard.

Reporting directly to the Customer Service Coordinator the Customer Service team leader will support in managing a range of face to face enquiries and a high volume of inbound calls. With highly developed communication and organisational skill you will ensure efficient, effective and professional day to day operations of Council’s Customer Service Centres with primary responsibility for Caroline Springs and Melton Libraries, including site and staff supervision.

The successful applicant will be one of two team leaders that are expected to demonstrate strong and effective leadership for a large team.

**Key Responsibilities**
- Coordinating effective Customer Service counter and call centre operations at Caroline Springs and Melton Libraries in accordance with established service standards.
- Providing leadership, supervision, guidance and professional support to Customer Service staff ensuring mentoring and coaching staff.
- Responsible for developing and managing Internet enquiries, performance management, learning and development and recruitment of Customer Service Staff.
- Implementing initiatives designed to improve customer service within the Customer Services Unit.
- Develop and coordinate relevant training and development programs for the Customer Service team including an induction program for new staff.

**About you**

**_ To be successful in this role you will have the following:_**
- Effectively lead a team by utilising skills in performance management and change management.
- Demonstrated understanding of personnel practices relating to the recruitment and management of staff.
- Manage and plan own time, establish priorities, set and achieve short and long term goals for self and team.
- Motivate and positively influence staff to work as a team and inspire a high standard of customer service.
- Excellent communication skills with the ability to develop rapport and work effectively with a broad range of stakeholders from diverse backgrounds, including staff, general public, community and education organisations, industry networks, government, vendors, and Council.
- Sound knowledge of Local Government’s role and the services it provides.
- Experience in both face-to-face and high volume of telephone customer service provision.
- Collate and interpret statistic data applicable to the ongoing improvement and development of service relating to customer enquiries, responses, and satisfaction.

**Culture and Values**

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all" and that means there’s a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we’d love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

- Motivate
- Empower
- Lead
- Trust
- Open
- Nurture

**Benefits**

There are a number of great reasons why our people love working at Melton City Council:

- 19 Day Month
- Flexible Working Hours
- Extensive Career Development & Leadership Programs
- 16 weeks Paid Parental Leave
- 3 weeks Paid Secondary Carer Leave
- Family Room available including Breastfeeding Facilities (Breastfeeding Friendly Workplace accredited)
- Wellbeing initiatives
- Subsidised Uniforms

**How To Apply**

If you require further information about the position, please contact Michelle Lapsley, Customer Service Coordinator on 9747 7313.

To view the Position Description, click here.

Applications **must** include a Resume and address the Key Selection Criteria outlining your suitability to the role.

We encourage you to use the STAR approach when writing your responses to the selection criteria.
- Situation (Task) - provide a brief outline of the situation or task?_
- Action - what did you do in response to the situat