Team Leader Customer Service

Employment type: Full time, Permanent

Hours per week: 38

Remuneration: Band 6 salary from $101,297.04 per annum plus superannuation and a fortnightly RDO

Location: Werribee based

About the role

As a Team Leader Customer Service, you will supervise and manage up to 20 direct reports as they provide front of house and contact centre customer service at our Werribee Civic Centre.

Our contact centre takes care of almost half a million queries every year and therefore we are looking for an experienced and energised leader to help support and develop the team to continue to deliver exceptional experiences to our community.

What your day will look like

• Identify and implement continuous improvement efforts
• Ensure service levels and quality standards are met, with a focus on the customer experience and industry best practice
• Drive the team’s capability development to deliver on quality service outcomes that are underpinned by a culture that supports customer centricity
• Supervision of daily operations, ensuring that service standards are being met, in addition to cash management, performance reporting, and people management requirements

What you will bring

• Demonstrated skills and experience in customer experience management
• Knowledge of local government framework and its relationship to community
• Demonstrated experience with leading and managing complex customer service teams, including front of house and contact centre operations
• Experience in applying customer experience management tools and methodologies to measure customer experience including statistical analysis, measurement and reporting
• Strong communication and interpersonal skills including the ability to build relationships, negotiate, provide clear advice and support
• Completion of a tertiary qualification in a related field or equivalent relevant experience in a Customer Service leadership role

If you progress past the interview stage, you may be required to complete pre-employment screening, which may include police checks, a medical, qualification verification, and an Australian work rights check.

Why join Wyndham

We are one of Australia’s fastest growing and most diverse cities. By 2040, we will have more than 500,000 residents and our people are hard at work designing the precincts, building the infrastructure, developing the policies and delivering the programs that will ensure the City is prepared. Look at our job opportunities and you may be surprised at what you discover: a future-focused culture, a sense of purpose and possibility, and real opportunities to strengthen our diverse community. It all adds up to make Wyndham City a great place to belong.

Our people are our most valued asset. We are focused on building a culture that empowers every person to do their best work. Flexibility is built right into our DNA and we are committed to cultivating an inclusive workplace that celebrates a diverse workforce.

How to apply

Please apply online by submitting your resume and cover letter outlining your suitability for the role via the provided link.

Applications close at 11:59PM on Thursday, 13 March 2025.

If you have further role-specific questions, please contact Lori Hudec, Coordinator Customer Service on 1300 023 411.

Wyndham City Council is committed to providing a recruitment experience that is fair, inclusive, and accessible. If you have specific accessibility needs or general recruitment enquiries, please contact our Careers team via careers@wyndham.vic.gov.au or 03 9394 6860.

Child Safe Organisation

Wyndham City Council has zero tolerance to any form of child abuse and is committed to the safety, wellbeing and empowerment of children. We create and maintain a child safe organisation which is embedded in the everyday thinking and practice of all employees, volunteers and contractors. Additionally, we are committed to fostering a culture of safety within the Council, which includes the inclusion and empowerment of Aboriginal children, their families, and communities. Our recruitment practices reflect this.

Diversity and Inclusion

At Wyndham City Council we value workforce diversity and inclusion and embrace individual uniqueness. We value diverse life experiences and the perspectives of our people, while providing high-quality services to all members of our community, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexuality. Wyndham has one of the largest Aboriginal and Torres Strait Islander communities in the Western Region, with a rich and diverse history. We are committed to providing positive employment opportunities for Aboriginal and Torres Strait Islander people and welcome applications from candidates of Aboriginal and Torres Strait Islander background. To read more about Wyndham City’s Innovate Reconciliation Action Plan, please visit our website.