Team Leader Customer Service

Job TypeFull Time

**Permanent full time**
**$78,188 - $88,409 pa (plus 11% super and annual pay increases)**
**Flexible working arrangements available including flexi-time & WFH**

**Who we are**
The Surf Coast Shire is located in south-western Victoria, 1.5 hours from Melbourne, 20 minutes south of Geelong, and the official start of the iconic Great Ocean Road. Our region spans the traditional lands of the Wadawurrung People, and the Gulidjan and Gadubanud Peoples of the Eastern Maar. We acknowledge them as the Traditional Owners of the land and we are committed to walking with them, and all First Nations people in our community, towards Reconciliation.

The Surf Coast Shire is blessed with unique environments from the coast to the hinterland, with towns and villages each with their own culture and lifestyles. The charm and values of a coastal lifestyle make it, more than ever, a place where people want to live, work, visit and experience an exceptional quality of life. Our workforce is representative of the townships and communities it serves and our culture is supportive, respectful and connected to our purpose of helping our community and environment to thrive. At Surf Coast, we work together, we see opportunity, we do what we say and we make a difference.

We empower our people to do their best and be proud of their achievements. We have a commitment to growth and development with opportunities for learning and growth. Our employees enjoy a contemporary working environment with flexibility and hybrid working arrangements.

**Your new career**
We are looking for someone who can lead and be part of an exceptional Customer Service team; someone who is dedicated to engaging with our community in providing high quality, responsive and professional customer experience.

**What you will bring to the role**
To be considered for this exciting opportunity, you will be an astute leader with a contemporary leadership style. Ideally you will have demonstrated team leading experience, preferably in a customer service environment and take a customer-centric approach to everything you do. We value our community members and visitors to our region and strive to provide them with the upmost quality customer service.

**Key selection criteria**
**Mandatory qualifications and experience**
- Tertiary qualifications or relevant experience in a business management, administration and/or customer service related discipline.
- Minimum one year experience in the provision of quality customer service and team leadership, preferably in a call centre environment.
- Excellent communication skills including proven competency in negotiation, consultation, conflict resolution and discretion in handling confidential information.

**Desirable qualifications and experience**
- Effective interpersonal skills gained through working within a complex and political environment.
- Sound understanding of customer service principles, systems and processes and emerging issues and technologies.
- Local government experience.
- Proven track record of getting the best out of individuals and teams in a customer service environment.

The successful applicant will also need to meet the below criteria:

- A current WWCC.

**Working for us**
Our employees play a vital role in creating an innovative, safe, respectful and supportive workplace, living our values and delivering exceptional services to our thriving community. It’s why our Council is committed to providing a workplace culture of equity, inclusion and diversity that eliminates all forms of discrimination, harassment and bullying. We value the uniqueness of individuals and provide an environment in which all employees are able to contribute to our success.

**What you’ll love**
- Flexible working arrangements including working from home, flexi-time options and RDOs
- Career development & learning opportunities — we help our people grow
- Purchase of additional annual leave
- Free onsite parking
- Leave loading
- Employee Assistance Program and award winning staff wellbeing program

More information on the role accountabilities, and selection criteria can be found in the Position Description.

If you believe you have the knowledge, skills and experience to fulfil this role and would like further information, please contact **Virginia Morris** on 5261 0600.

**How to apply