Team Leader, Customer Support

Full Time Permanent Position

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

Salary offered will depend on level of skills and experience.

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

We are seeking a dynamic and experienced Customer Support Team Leader to oversee the day-to-day operations of Council's Customer Support team. This role ensures the delivery of efficient, effective, and professional service across all contact centres—including Civic, Melton Library and Learning Centre, Caroline Springs Library and Learning Centre—and through all customer contact channels (face-to-face, phone, and digital). If you're ready to champion a customer-first culture and influence real change, all with a touch of fun, we'd love to hear from you.

Key Responsibilities

• Demonstrated ability to coordinate efficient Customer Support operations across multiple locations and channels, ensuring compliance with service standards and organisational policies.
• Proven leadership skills with experience in mentoring, coaching, and developing staff to achieve high performance and continuous improvement.
• Strong capability in managing team performance, including recruitment, training, and oversight of financial transaction processes to meet auditing requirements.
• Excellent communication and interpersonal skills to act as a liaison between Council and customers, promoting positive customer experiences and Council's image.
• Commitment to innovation and quality assurance, with experience in monitoring service levels, optimising systems, and driving process improvements.

To view the Position Description, click here.

About you

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

• Degree or Diploma in a relevant field or substantial experience within a Customer Service environment.
• Effectively lead, develop, coach and manage a team and provide day to day support and supervision in a fast-paced customer service environment.
• Demonstrated level of communication and interpersonal skills which can be clearly demonstrated in oral and written communication.
• Demonstrated capability in assessing and determining appropriate responses in complex and demanding front line customer service function.
• Current valid Victorian Driver's licence.

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, Customer Service Co-ordinator on

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 Thursday the 20th of November 2025.