About the Role:

As Team Leader Customer Service, you will lead and support a team of Customer Service Officers to deliver exceptional service across multiple customer contact channels. You’ll provide coaching, mentoring and performance support, ensuring the team has the skills, knowledge and confidence to meet customer needs while maintaining a positive, customer-focused culture.

Working as part of the Customer Contact leadership team, you’ll help shape and improve frontline service delivery, using customer insights, performance data and community feedback to drive continuous improvement. You’ll also manage escalated customer enquiries, support organisational change initiatives, and act as a trusted advisor on customer service trends, performance and best practice.

About you:

- Minimum 3 years' experience in a customer service leadership or management role.
- Certificate IV in Training and Assessment, Diploma of Vocational Education and Training, Diploma of Training Design &
- Development, or substantial experience in a training, coaching or quality leadership role.
- Experience developing,



implementing and managing coaching, training or quality assurance programs.
- Solid leadership skills with the ability to motivate, develop and support team performance.
- Excellent communication and interpersonal skills, with an understanding of different learning and communication styles.
- Well-developed problem-solving, decision-making and time management skills.
- Ability to analyse customer service metrics and trends to identify opportunities for service improvement.
- Experience preparing and presenting reports, insights and performance data to stakeholders.
- Strong focus on continuous improvement and enhancing customer service outcomes.
- Extensive knowledge of customer service systems and technology.
- Advanced Microsoft Office skills.
- Local government customer service leadership experience (highly desirable).
- JP (Qualified) or Commissioner for Declarations accreditation (highly desirable).
- Current Queensland C Class Driver Licence.

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📌 Customer Experience Team Leader (Townsville)
🏢 Uworkin
📍 Townsville