Job Description

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- Play a critical leadership role supporting a high-volume customer service team and delivering outstanding community outcomes.
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- Combine frontline customer service, operational coordination and real-time team support in a dynamic contact centre environment.
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- Permanent part-time opportunity with the chance to mentor staff, resolve complex issues and influence service excellence.
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Permanent Part time – 3 days per week. Applicants must be available to work full-time hours 8:25am to 5:10pm to be considered for the role.

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Lead from the front in a fast-paced customer service environment, supporting teams and delivering exceptional experiences for the community.

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About the role:
n As a Shift Supervisor, you will support the day-to-day operation of the customer service function by providing on-the-floor leadership, real-time guidance and operational coordination across multiple customer contact channels. You will be the first point of escalation for complex customer enquiries, ensuring high-quality service delivery while maintaining productivity, service standards and customer experience outcomes. Working closely with Customer Service Officers and the Team Leader Customer Service, you will help create a positive, supportive and customer-focused environment.

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You will:

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- Supervise shift operations, monitor workloads and service levels, and provide real-time support to Customer Service Officers and Team Leaders.
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- Manage complex customer enquiries and escalations end-to-end using effective communication, problem solving and deescalation techniques.
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- Lead by example and deliver exceptional customer service across phone,



face-to-face and digital channels while ensuring compliance with Council standards and procedures.
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- Support team members to achieve customer service, quality and productivity targets.
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- Prepare shift handover reports and contribute to the efficient operation of the contact centre through effective workload and resource management.
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You are a confident and customer-focused professional with experience supervising or supporting teams in a contact centre or high-volume customer service environment. You remain calm under pressure, confidently handle customer escalations and complex situations, enjoy helping others succeed and thrive in a role that balances operational coordination with hands on customer service delivery.

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- Demonstrated experience in a contact centre customer service supervisory or senior operational role within a complex, high-volume environment.
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- Strong communication, customer service and conflict resolution skills, with experience managing challenging customer interactions.
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- Proven ability to support and guide team members while maintaining service quality and productivity outcomes.
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- Demonstrated ability to manage customer escalations professionally and calmly, using sound judgment, empathy and effective problem-solving skills to achieve positive customer outcomes.
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- Proficiency in customer service systems,



contact centre technology and Microsoft Office applications.
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- Ability to manage competing priorities, make sound operational decisions and perform effectively in a fast-paced environment.
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Why Darebin?
n Darebin City Council is committed to equity, diversity and inclusion. We proudly serve one of the most diverse communities in Victoria, and we know that a diverse workforce strengthens our ability to deliver meaningful outcomes.

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We offer:

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- A supportive team environment
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- Opportunities for professional development and growth opportunities
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- A workplace that values collaboration, integrity, respect and creativity
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- The chance to make a real difference
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Pre-employment Checks:

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Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough 'Safety Screening' processes apply.

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To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.

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Should you need reasonable adjustments to our recruitment process to support your accessibility needs, please get in contact with us and advise how we can best support you.

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Applications close on Tuesday 11 August 2026 at 11:30pm.

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Applications will be reviewed during the advertising period so if you're interested in this opportunity, we encourage you to get your application in as early as possible.

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📌 Customer Service Shift Supervisor (Williamstown)
🏢 Darebin City Council
📍 Williamstown