Customer Service Team Leader

2 weeks ago

Melbourne, Australia Charterhouse Full time

Job details

Location: Melbourne Salary: $60 - $70 per hour Job Type: Contract Discipline: Call Centre & Customer Service
Local Government
Reference: V-119731 Posted: 2 days ago

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Job description

2-month Customer Service Team Leader opportunity to work for a large council in the north-west suburbs

  • Previous Team Leader experience within a Contact Centre essential
  • Represent a Local Government authority providing excellent service to members of the community 
  • 2-month temporary opportunity | Full time hours

The Customer Service Team Leader will play a key role in driving customer excellence within the team and supporting the delivery of a culture of customer-centric standards across the organisation. This position will lead the implementation of best practices in customer service and ensure that the highest standards are upheld across all customer interactions.

You will be responsible for:

  • Implement and promote Council’s Strategy, advocating for customer excellence within the team and organisation.
  • Advise on best practice customer service standards and processes.
  • Develop and implement Service Level Agreements with Council departments.
  • Monitor and review customer support services, ensuring continuous improvement.
  • Contribute to the Council Plan, providing insights on customer service priorities.

 

Operations:

  • Review and develop customer service and civic facility policies and procedures.
  • Resolve complex operational issues and customer complaints.
  • Integrate new systems and technologies to improve service delivery.
  • Monitor customer service performance, ensuring responses meet agreed standards.
  • Manage team resourcing and budget.

 

Staff Management:

  • Lead a high-performing team focused on continuous improvement and customer excellence.
  • Coordinate recruitment, induction, and performance management for the Customer Service and Civic Facilities teams.
  • Ensure OHS standards are met and staff are trained in safe work practices.
  • Provide leadership by modelling high work standards aligned with Council values.

 

To be successful you will have:   

  • Able to make decisions within delegated authority, apply strategic thinking, and respond to changing circumstances effectively.
  • Expert in customer service policies, budget management, project reporting, and understanding of local government and legal contexts.
  • Skilled in leading, supervising, and motivating teams to achieve goals, with experience in performance management and staff development.
  • Extensive experience in developing and implementing customer service standards, resolving complex issues, and fostering a culture of excellence.
  • Strong ability to engage with all levels of staff and stakeholders, resolve issues, and present clear reports.

Benefits  

  • Grow your Local Government knowledge and understanding.  
  • Work with a Community based organisation and help drive and deliver change.  
  • Immediate start opportunities.  

Please note you will need to obtain a police check before commencing this role.    

If you are interested in this role, please APPLY today

If this position is not correct for you but you have experience working in Local Government please still do get in touch, we have numerous positions within council.  

At Charterhouse, we embrace, and value, diversity of culture, working arrangements, sexual orientation, and gender identity. On behalf of our client, we promote a workplace that actively seeks to include and welcome unique contributions of all people; to embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contributions to the workplace. 

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