Team Leader – Customer Systems and Planning

Full Time PermanentPosition

Band 6 - Salary Range $97,926 to $106,637 per annum + 12% Super + ADO

Salary offered will depend on level of skills and experience.

Be part of something new

This is a brand-new role at Melton City Council that has been created to support our growing community and evolving strategic priorities. This is a great opportunity to shape the future of the role, bring fresh ideas, and make a meaningful impact from day one.

Why join Melton City Council?

Melton City Council is proud to serve one of Australia's fastest-growing and most diverse communities. We are a forward-thinking local government committed to creating a city where everyone feels welcome, supported, and empowered.

As a Council, we are driven by innovation, inclusion, and excellence. We deliver high-quality services and infrastructure, promote lifelong learning, and champion health and wellbeing across our municipality. Our team plays a vital role in shaping a vibrant, sustainable future for our residents.

Working with us means being part of a collaborative and inclusive culture that values your growth. We offer:

• Professional and personal development opportunities
• Generous leave entitlements and flexible work arrangements
• A dynamic workplace close to home, surrounded by heritage charm, green spaces, and modern amenities

Join us and help build a city that thrives—where your work makes a real difference every day.

The Opportunity

Are you passionate about creating exceptional customer experiences? Do you thrive in a collaborative environment where you can make a real impact on the lives and wellbeing of our local community?

This new role is an exciting opportunity for a passionate professional to join our Customer Support Team in delivering outstanding service across all contact channels with courtesy, empathy, and professionalism.

In this role, you'll champion our commitment to enhancing the customer experience while modelling Council's customer service commitments. You'll also have the opportunity to participate in cross-departmental initiatives, bringing the customer's perspective into Council's wider objectives and fostering a proactive, customer-centered approach to the way we deliver services.

Key Responsibilities

• Support customer support operations across all contact channels, ensuring exceptional service with the highest level of courtesy, empathy and professionalism, while meeting key performance and service standards.
• Guide and support Customer Support Officers by overseeing customer support operations and providing day-to-day mentoring and promoting high-quality service across the team.
• Act as a key liaison between Council staff and customers to enhance and promote Council's image and improve customer experiences.

To view the Position Description, click here.

About you

To be successful in this role you will have the following:

• Relevant tertiary qualification in business, information systems, workforce management, or a related discipline, or equivalent professional experience.
• Experience in delivering exceptional customer experiences in an omnichannel customer contact centre environment, including dealing within high volume in-bound calls.
• Be able to work successfully in a team aiming to provide high quality, accurate and timely information.
• Experience dealing with customers from diverse backgrounds, including those with disabilities and from Cultural and Linguistically Diverse (CALD) communities.

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:

Staff Benefits | Melton City Council

• 13 ADO's (Accrued Day Off) per year*
• 5 weeks annual leave*
• Genuine Flexible work options
• Extensive Career Development & Leadership Programs
• Access to the Local Government Employee Health Plan (GMHBA) with exclusive benefits
• 16 weeks Paid Parental Leave (Super is paid during parental leave)*
• 3 weeks Paid Secondary Carer Leave*

• Wellbeing initiatives

• Eligible for Full Time positions or for Fixed term positions eligible after 12 months of employment.

How To Apply

If you require further information about the position, please contact Michelle Lapsley - Coordinator Customer Service

Applications must include a Resume and address the Key Selection Criteria outlining your suitability to the role. To address the Key Selection Criteria, you will need to write short statements explaining how you meet the criteria, or how you demonstrate the capability. We encourage you to keep your responses concise.

To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.

All successful applicants will need to undertake pre-employment requirements including but not limited to a satisfactory criminal history record check. Successful applicants must be able to comply with any public health orders applicable to local government.

We strongly encourage job applications from Aboriginal and Torres Strait Islander people, people with disabilities, LGBTIQA+ and people from culturally diverse backgrounds. If selected for an interview and you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance.

Melton City Council is committed to being a child safe organisation and has Zero tolerance for child abuse. Melton City Council is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is at the centre of our everyday thinking and service delivery.

Applications close 11:59pm Wednesday 2 October 2025