Customer Experience Team Leader

Job no: 495306

Work type: Permanent Full Time

Location: Penrith

Categories: Call Centre & Customer Service

Salary: $92,765.00 per annum, Plus 12% Superannuation

About the role

Are you ready to lead a vibrant, fun, and high-performing team dedicated to top-notch customer service? In the Penrith Council Customer Experience team, we're all about making every interaction count. Join us as one of three dynamic Team Leaders, spearheading a customer-facing team that handles high volumes of inbound calls within our customer contact centre. Welcome our in-person customers at our Penrith and St Marys Service desks, as well as handling digital enquiries, through our online Customer Connect portal.

Imagine being part of a team that thrives on innovation and data-driven insights. We leverage the latest technology to continuously improve our services. And we're not just about work—we're about creating a fun, supportive environment where everyone feels valued and heard. With regular team-building activities and a strong focus on health and well-being, we ensure our team stays connected and motivated.

About you

• Can lead and inspire a team to deliver exceptional customer service.

• Is adept at using data and technology to identify and drive service improvements.

• Will foster a positive and supportive work environment that empowers team members to make decisions for the team, business, and customers.

• Can collaborate effectively with the Customer Capability Coach to boost team skills as well as work together to manage any performance development and or improvement programs.

• Works seamlessly with other leaders to achieve shared departmental goals through the sharing of knowledge, workload, training, and planning.

• Is skilled at monitoring and analysing performance metrics to ensure continuous improvement.

• Actively promotes health and wellbeing activities through organising and participating in our Connecting Customer Experience Program to keep the team energised and cohesive.

How to Apply

Visit to view the position description and to find out more information about employment with Penrith City Council. To submit your application, please apply online using the link below.

In addition to a cover letter and resume, applicants are required to submit comprehensive responses to the selection criteria (listed below) as a part of their initial application. Applicants who do not meet the essential criteria will not be considered.

Completed applications must be received by 11.55 pm on the closing date. Please allow 4 weeks from the closing date for the processing of your application.

For further information about the position, please contact David Parry, Head of Customer Experience, on

Essential criteria

Essential criteria:

• A tertiary qualification in Business/Management or related fields

• Experience in team building and team engagement initiatives

• Demonstrated ability to meet time constraints, work under pressure, and achieve results

• Excellent interpersonal and communication skills, including the ability to interact effectively with staff at all levels and build strong relationships

• Ability to motivate and coach staff under your leadership to achieve KPIs and targets

• Demonstrated experience leading a Customer Experience Team and using technology to augment a customer-facing service.

• Experience in staff rostering to ensure coverage and an appropriate skills mix

Commencing salary: $92,765 per annum, plus 12% Superannuation.

You will be required to undertake employment checks, which may include a Criminal History Check, Qualification Check, Working with Children Check, Medical Declaration, and/or a Functional Test, as relevant to the position for which you have applied. Where a Criminal History Check is required and has returned a result that indicates disclosable court outcomes, you will be required to provide a copy of the report to Penrith City Council for review to progress through the recruitment process.

About us

At Penrith City Council, we're passionate about people; in our community and in our workplace. We want you to be able to be your best self, and we get that work is just one part of your life, so we're here to support you in the moments that matter. You can be confident in joining a workplace that offers truly outstanding benefits, including:

• A range of flexible work arrangements
• 18 weeks of paid maternity leave
• Health and well-being leave
• 15 days of personal leave
• Significant financial and leave support for undertaking further education
• Diverse salary packaging
• Free access to all Ripples venues
• And much, much more

Customer Experience is the face of Penrith City Council. We are the first point of contact for all customers and residents. We manage queries through our front desk service and customer contact centre. Our team prides itself on being vibrant, friendly, helpful, and professional. We offer an efficient and consistently high standard of service to our valued customers, while also seeking creative solutions to ensure customer satisfaction and engagement.

Council is a Child Safe Organisation. For more information about this, please see our website.

Applicants must have the right to live and work in Australia to apply for this position.

Position description

Advertised: 22 Sep 2025 AUS Eastern Standard Time

Applications close: 29 Sep 2025 AUS Eastern Standard Time

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