Team Leader Integrated Customer Contact Centre

Permanent Full Time hours per week

$98,246.92 to $104,849.12 Annually + up to 12% super

RCC Officers' Level 6

Make it Count. Lead with Purpose. Create Great Customer Experiences.

Join Redland City Council as
Team Leader, Integrated Customer Contact Centre
and lead a multi-skilled, high-performing team delivering outstanding customer service across in-person, phone, and remote channels.

Are you an experienced people leader who thrives on coaching, motivating, and inspiring teams to deliver exceptional service? Do you bring commercial acumen, operational expertise, and a customer-first mindset? This role is your chance to shape a team culture that balances performance, wellbeing, and continuous improvement while contributing directly to the Council's goals.

In this role, you'll:

• Lead and inspire
  a diverse team, fostering a positive, empowered, and high-performance culture aligned with Council values.
• Coach and develop
  team members, setting clear goals and KPIs while supporting their growth through feedback, recognition, and performance conversations.
• Champion customer-first service
  , ensuring consistent, high-quality outcomes across all contact channels.
• Oversee daily operations
  , from workforce planning and resourcing to escalated issue resolution and system use.
• Drive improvement and innovation
  , identifying smarter ways of working and guiding your team through change with clarity and confidence.

We're looking for someone who:

• Brings
  proven leadership experience
  , creating engaged, motivated, and high-performing teams.
• Excels in
  coaching, mentoring, and team development
  , building capability and achieving service standards and KPIs.
• Has
  exceptional communication skills
  , with the ability to manage complex or sensitive issues, resolve conflicts, and build strong relationships.
• Demonstrates
  customer service excellence
  , maintaining high-quality outcomes and a customer-first approach.
• Understands
  contact centre operations
  , including workforce planning, reporting, and systems management (experience in chat or social media service is highly regarded).

If you're ready to lead with impact, inspire your team, and make a difference for both your colleagues and the Redland community, apply now and help us deliver exceptional customer experiences every day.

Make sure to read the full Position Description before applying - it outlines everything you need to tailor your resume and cover letter.

More reasons to love working with us:

• 17.5% annual leave loading + Christmas ex-gratia day
• Paid parental leave and purchased leave options
• Access to development and study assistance programs
• Discounts with 400+ retailers and fitness providers
• Flexible working options through RedFlex - our flexible work program offering flexibility in how, when and where you work.

View more great employee benefits
here.

Who we are:

Redland City Council is a local government organisation proudly serving the Redlands Coast community. From maintaining roads, parks, waterways and islands, to delivering essential services like waste, water, libraries, and community events - we support the city's day-to-day life and long-term growth. With over 1,000 employees across diverse teams, we're committed to shaping a thriving, sustainable region that our community is proud of.

Guided by our
Values
, we're proud of the work we do and the people who make it possible. Visit our
careers page
to learn more and read the
stories of our incredible team
.

Eligibility:

• Successful applicants will be asked to consent to a police check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
• To be eligible for employment, applicants must have the legal right to work in Australia.

Ready to join us?

Click Apply to submit your application via
Council's online portal
(or through OURspace for current employees). Please include:

• A one-page cover letter; and
• A current resume outlining how you meet the role requirements.

Note: We do not accept email, hard copy or third-party applications.

For more information about this position

, please contact
Duncan Thomson
on

Applications for this position close at 11:59 p.m. Australian Eastern Standard Time (AEST) on
28/10/2025.

At Redland City Council, we're committed to creating a diverse and inclusive workplace where everyone feels respected, supported and able to contribute to their full potential. We value the unique perspectives and experiences our people bring to serving our community.