Local Council
Location: Inner western suburbs
Hours: 38 hours per week
Duration: ASAP – 1 December 2026
Rate: $61.53 per hour + super
We are looking for an experienced Customer Service Team Leader to join a local council in Melbourne’s inner western suburbs on a temporary contract.
This is a great opportunity for someone who enjoys leading a customer-focused team, solving complex enquiries and making sure the day-to-day customer service operation runs smoothly.
About the role:
Working closely with the broader organisation, you will lead the daily operations of the Customer Service team and help deliver a positive, consistent experience for the community across a range of communication channels.
Your responsibilities:
- Supervising Customer Service Officers and overseeing daily service delivery, including service levels, staffing, cashiering functions and distribution of information.
- Providing guidance and support to the team, including resolving complex customer enquiries and complaints where required.
- Coordinating and managing team rosters to ensure appropriate staffing levels and smooth service delivery.
- Working collaboratively with internal stakeholders to improve communication and the end-to-end customer experience.
- Supporting a customer-focused culture and ensuring enquiries are resolved efficiently and in line with Council policies, procedures and standards.
- Previous experience leading or supervising a customer service team.
- Local government experience is highly desirable.
- Strong verbal and written communication skills, with the ability to engage confidently with a range of stakeholders.
- Strong problem-solving skills and the ability to investigate and resolve customer issues using policies and procedures.
- A solid understanding of customer service principles, service request systems and complaint management processes.
- The ability to remain calm, solutions-focused and customer-focused when managing complex enquiries.
