Who are we?
City FM Australia (City) provides world-leading Facilities Management, Engineering and Energy solutions that ensure secure, successful and sustainable outcomes for our partners, on time and on budget.
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.
The Opportunity
Ready to take the next step in your leadership career?
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.
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 partnerColes.
This is aPermanent full timeopportunity workingMonday - Friday between 7:00am and 7:00pm.
If you're someone who enjoys leading from the front, motivating others and creating a positive team culture, we'd love to hear from you.
Key Responsibilities
Lead & Inspire- Coach, mentor and support a team of Helpdesk professionals to achieve their best
Performance & Engagement- Drive team performance, service standards and KPI outcomes while fostering a positive workplace culture
Customer Service Excellence- Champion outstanding customer experiences across every interaction
Team Development- Support ongoing learning, development and career growth opportunities
Operational Coordination- Manage workloads, priorities and rosters to ensure smooth daily operations
Stakeholder Relationships- Build strong working relationships with internal and external stakeholders




Problem Solving & Escalations- Support the team in resolving complex enquiries and operational issues
Continuous Improvement- Identify opportunities to improve processes, efficiency and customer outcomes
Experience & Expertise
Essential
Strong customer service background
Experience working within a Contact Centre or fast-paced support environment
Demonstrated ability to coach, motivate and develop team members
Strong communication and stakeholder management skills
Ability to achieve performance targets and service outcomes
Excellent organisational skills and attention to detail
Strong computer and system skills
Desirable
Experience within Facilities Management, Service Delivery or a similar operational environment
Workforce planning or rostering experience
Experience working within a 24/7 operation
Exposure to process improvement initiatives
To be successful in this role, you will be:
A positive and approachable leader
Passionate about supporting and developing others
Customer-focused and solutions-oriented
A strong communicator who enjoys building relationships
Organised, adaptable and resilient
Motivated to create a collaborative and engaged team culture
What's on Offer?
Permanent full-time opportunity
Hybrid working model with 2 days working from home each week
Free secure onsite parking
Ongoing learning and development opportunities
Career progression within a growing national business
If you would like to be part of a growing Australian Facilities Management business, we would love to hear from you.
City is an Equal Opportunity Employer who supports and encourages the diverse needs of each individual Team Member.
City does not accept any unsolicited resume referrals from Recruitment Agencies.
Please do not submit any resumes or associated profiles to the City careers portal or to any City team members.
City will not pay any placement fees relating to unsolicited resume referrals.
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📌 Team Leader - Contact Centre (Victoria)
🏢 City Facilities Management Australia
📍 Victoria