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Team Leader Customer Service

2 weeks ago

Wonthaggi, Victoria, Australia Bass Coast Shire Council Full time $96,000 - $100,000 per year
  • Permanent full time | Leadership opportunity
  • Shape the future of Customer Service in Bass Coast
  • $96,249 per annum plus superannuation

ABOUT THE ROLE:

As Team Leader Customer Service, you'll be at the forefront of delivering exceptional service to our community. You will lead a passionate team across multiple sites including Wonthaggi, Cowes, Inverloch and Grantville, ensuring every customer interaction is consistent, timely, and reflects Council's commitment to service excellence.

This is a dynamic, people-focused leadership role where you'll oversee daily operations across face-to-face, phone, and digital channels. You'll provide coaching and direction, manage rosters, resolve complex issues, and use data and insights to drive continual improvement in the customer experience.

Working closely with the Coordinator Customer & Visitor Experience, you'll also contribute to strategic initiatives, digital transformation projects, and the enhancement of processes and systems that make a real difference to our community.

A BIT ABOUT YOU:

You're a confident and empathetic leader with a proven ability to guide high-performing customer service teams across multiple sites.

Your strong interpersonal and communication skills enable you to lead with clarity, support your team with care, and resolve customer concerns with professionalism. You will also be comfortable using data and customer feedback to identify service gaps and implement improvements.

What you'll bring:

  • Demonstrated experience leading customer service teams, including daily operations, workflow management and rostering.
  • A strong understanding of service excellence and the ability to deliver high-quality outcomes across digital and in-person channels.
  • Excellent problem-solving and stakeholder engagement skills.
  • Experience with customer service systems such as PABX, CRM, and cash receipting platforms.
  • A keen interest in continuous improvement and a collaborative mindset.
  • Ability to travel locally as required.

If you're ready to make an impact and lead a team that truly puts the customer at the centre, we'd love to hear from you
.

HOW TO APPLY:

For more details on this position, you can download the Position Description by clicking 'Apply', or contact Teresa Mahood, Acting Coordinator and Visitor Experience

To apply, please attach a resume and short cover letter outlining your interest and suitability to this role.

Applications close:
Midnight, Sunday 24 August 2025

WHY BASS COAST SHIRE COUNCIL:

From surfing and cycling to fine dining and everything in between, Bass Coast offers the perfect blend of rural, residential, and holiday living - set against breathtaking backdrops of beaches, bushland, and rolling hills. Less than two hours from Melbourne by car, Bass Coast Shire is one of Victoria's fastest-growing regions, providing an ideal escape from the hustle and bustle of city life. Whether you're seeking a sea change or looking for a flexible work environment, Bass Coast Shire Council could offer the perfect employment opportunity to help you achieve your ideal work-life balance.

Bass Coast Shire Council is recognised as a leader in local government, having designed and implemented cutting-edge workplace policies that rank among the most progressive in the state. We've spearheaded discussions around gender equality and continue to champion initiatives that foster an inclusive and supportive workplace culture. Additionally, we have committed to doing our part in the global fight against climate change, collaborating with both the community and our employees to drive meaningful action.

Bass Coast Shire Council consistently exceeds service excellence goals and is now integrating new technologies and systems to enhance our already high standards of service delivery. We are a Council that thrives on innovation, making this an exciting time to join us and play a pivotal role in shaping the future of our workforce

Reasons why we love working at Bass Coast Shire Council:

  • At Bass Coast Council, we celebrate diversity and have made it a top priority for all staff to feel safe and welcome regardless of race, religion, gender, disability, age or sexual orientation. We value inclusivity and a positive workplace culture.
  • Flexible working arrangements; including flexible start and finish times and a hybrid working model. We encourage our employees to think about their work-life balance and what will help them flourish.
  • We encourage open discussions with People Leaders and the People & Culture team to talk about any individual modifications or adjustments that may be required, enabling your on-going success in the role. Reach out to for confidential support to ensure an equitable, barrier-free application process.
  • Regular and proactive discussions on performance development, focusing on shared expectations, training opportunities, and career advancement. What can we do to help you achieve?
  • Opportunities to experience other roles in the business with our 'Expression of Interest' process
  • Options to purchase additional annual leave in advance of any extended trips or planned time off.

Child Safety Commitment

All employees are accountable for upholding Council's commitment to the safety and wellbeing of children.

We support and respect all children, as well as our staff, contractors, and volunteers. Our organisation is committed to preventing child abuse by identifying risks early and intervening to address these risks. We are committed to the safety of all children, particularly those from diverse backgrounds, including Aboriginal and Torres Strait Islander children, children who are culturally and linguistically diverse, and those with varying needs and/or disabilities.