Job Description

City FM Australia (City) provides world-leading Facilities Management, Engineering and Energy solutions that ensure safe, successful and sustainable outcomes for our partners, on time and on budget.

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Supporting our partners, we're proud of the people behind our success. We foster a collaborative, team-focused culture where every Team Member has the opportunity to learn, grow and make a genuine impact.

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The Opportunity

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Ready to take the next step in your leadership career?

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We're looking for an enthusiastic and people-focused Team Leader to join our Contact Centre team and help create a positive, high-performing environment where people can thrive.

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This role is all about supporting and developing your team, driving great customer outcomes, celebrating success and ensuring day-to-day operations run smoothly. You'll be a trusted leader, coach and mentor, helping your team build capability while delivering exceptional service to our partner Coles.

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Key Responsibilities

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- Lead & Inspire – Coach, mentor and support a team of Helpdesk professionals to achieve their best
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- Performance & Engagement – Drive team performance, service standards and KPI outcomes while fostering a positive workplace culture
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- Customer Service Excellence – Champion outstanding customer experiences across every interaction
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- Team Development – Support ongoing learning, development and career growth opportunities
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- Operational Coordination – Manage workloads, priorities and rosters to ensure smooth daily operations
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- Stakeholder Relationships – Build strong working relationships with internal and external stakeholders
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- Problem Solving & Escalations – Support the team in resolving complex enquiries and operational issues
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- Continuous Improvement – Identify opportunities to improve processes, efficiency and customer outcomes
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Experience & Expertise

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- Experience working within a Contact Centre or fast-paced support environment
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- Demonstrated ability to coach, motivate and develop team members
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- Robust communication and stakeholder management skills
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- Ability to achieve performance targets and service outcomes
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- Excellent organisational skills and attention to detail
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- Strong computer and system skills
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- Experience within Facilities Management, Service Delivery or a similar operational environment
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- Workforce planning or rostering experience
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- Experience working within a 24/7 operation
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- Exposure to process improvement initiatives
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To be successful in this role, you will be:

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- A positive and approachable leader
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- Passionate about supporting and developing others
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- Customer-focused and solutions-oriented
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- A strong communicator who enjoys building relationships
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- Organised, adaptable and resilient
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- Motivated to create a collaborative and engaged team culture
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What's on Offer?

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- Permanent full-time opportunity
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- Hybrid working model with 2 days working from home each week
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- Free secure onsite parking
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- Ongoing learning and development opportunities
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- Career progression within a growing national business
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City is an Equal Opportunity Employer who supports and encourages the diverse needs of each individual Team Member.

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📌 Team Leader - Contact Centre (Yallourn)
🏢 Cityfm
📍 Yallourn