Team Leader Customer Service

Team Leader Customer Service - Service Standards

Closing date: 19/11/2025 11:45 PM AUS Eastern Standard Time

Location: Brimbank Community & Civic Centre

Department: Customer Experience and Service Innovation

Compensation: Band 6A 36 Hour Week AUD $96, $105,152.86

Employment type: Permanent Full Time

Team Leader Customer Service - Service Standards

$96,964 - $105,152 per annum + Superannuation

Permanent Full Time

36 hr week / 9-day fortnight

Exciting opportunity to join one of Melbourne's largest municipalities.

The City of Brimbank is the second largest municipality in metropolitan Melbourne. Only 10 kilometres west of Melbourne, it's the gateway to Melbourne's western suburbs and the regions.

With half its 196,000+ residents born overseas, and with more than 160 languages spoken, Brimbank is one of Australia's most multiculturally diverse municipalities.

This fast-evolving City compromise 25 suburbs, and the five key activity centres of Sunshine, St Albans, Deer Park, Sydenham and Keilor – all thriving communities with their own unique range of attractions and amenities from expansive community spaces to vibrant public art. Residents and visitors alike make great use of Brimbanks many playgrounds, parks, libraries, neighbourhood houses and community centres.

Brimbank is situated on the traditional lands of the Wurundjeri and Bunurong people. We pay our respects to their Elders past, present and emerging.

Every person working for Brimbank City Council shares our aspiration to make our City the best it can be

We are currently seeking a Full Time Permanent staff member to join our team.

The role

Reporting to the Contact and Service Centres Coordinator, we are seeking a Team Leader Customer Service - Service Quality who can bring their skills and experience in:

• Team leadership and development
• Service delivery
• Processes, Information and Standards

To be considered you will have:

• Experience supervising staff with a proven ability to manage performance and influence team members to strive to deliver excellent customer service.
• Ability to manage day-to-day operations of the customer service team including rostering, workloads and team communication to support high quality service delivery across all customer channels.
• Strong collaboration and negotiation skills to facilitate exchange and updating of information, ensuring the customer service knowledge base is maintained and accurate.
• Ability to review, analyse and document customer service processes to support responsive, accessible and high-quality service.
• Local government experience is desirable

Benefits of working at Brimbank include:

• 36 hour working week / 9-day fortnight
• Flexible work practices including hybrid working arrangements
• 16 days of personal leave per year (FTE)
• 20 weeks paid parental leave (FTE)
• 8 weeks partner leave
• Make a positive impact to your local community

To view a full list of employee benefits, please view Council's Employee Value Proposition

To view a copy of this Position Description, please go to and click on the Job Listing. To apply, please include your Resume, Cover Letter, and respond to the Key Selection Criteria in the position description.

Brimbank City Council actively encourages applicants from Aboriginal and Torres Strait Islander heritage, people living with disability, and LGBTQIA+ and people from culturally diverse backgrounds to explore the opportunity of a career at Brimbank.

If you have any support or access requirements, or would like to speak to someone about employment process please contact People Culture and Wellbeing on

Brimbank City Council is a Child Safe organisation and endeavouring to promote child safe, child friendly practices.

To be eligible for employment at Brimbank City Council you must be an Australian citizen, permanent resident of Australia or be legally entitled to work in Australia.

All applications should be submitted online.

Direct any queries regarding the role to: Sadiye Djemal on tel:

Don't meet every single requirement for this role? Studies have shown women and those of underrepresented groups are less likely to apply for roles unless they meet every criterion. At Brimbank City Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn't perfectly align to the criteria we encourage you to click the APPLY button now and submit your application.

If you want to know more about what we do or why you should work for Brimbank City Council check out our web page:

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