Division/Section:Planning, Environment & Lifestyle / Communications & Customer ExperiencePosition Type:Fixed-Term Full-Time, July **** – July **** (9 day fortnight, ***** hours/week)Salary Range:LGO6 ($102,640 - $109,563per annum + superannuation) based on skills, qualifications and experienceLocation:TownsvilleApplication Close:11:45pm, Sunday 9 August ****.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.
Robust 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.
Townsville City Council is the largest local government authority in Northern Australia.
We're committed to supporting our people through a strong focus on work–life balance, a positive and inclusive culture, and a shared passion for making a meaningful impact in our community.
We have a range of perks that confirm this commitment:
5 weeks annual leave + 17.5% leave loading
3 weeks Personal/Carers Leave
14 weeks paid Parental Leave
Domestic and Family Violence Leave
Natural Disaster Leave
Uniforms provided
Annual wage progression
Up to *13.5% Superannuation employer contribution for contributing members




Salary Sacrifice opportunities
Access to a range of learning and development opportunities, including on-the-job learning and formal training programs
Fitness Passport program offering discounted membership to selected health and wellbeing facilities
Employee Loyalty Program offering discounts at selected local businesses
Employee Assistance Program
The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.
Contact Person:KristinContact Email:****** (for position enquiries only)For Further Information Review The Position Description.
We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected.
People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!
All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process.
Please be aware Townsville City Council has a 'zero tolerance' policy to drugs and alcohol in the workplace.
If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please ****** phone ************ for a confidential discussion.
Attachments
Customer Experience Team Leader_PD.pdf
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📌 Customer Experience Team Leader (Townsville)
🏢 Townsville City Council
📍 Townsville