Job Description
Who are we?
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.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 OpportunityReady 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 partner Coles.
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.KeyResponsibilitiesLead& Inspire – Coach, mentor and support a team of Helpdesk professionals to achieve their bestPerformance & Engagement – Drive team performance, service standards and KPI outcomes while fostering a positive workplace cultureCustomer Service Excellence – Champion outstanding customer experiences across every interactionTeam Development – Support ongoing learning, development and career growthopportunitiesOperationalCoordination – Manage workloads,



priorities and rosters to ensure smooth dailyoperationsStakeholderRelationships – Build strong working relationships with internal and externalstakeholdersProblemSolving & Escalations – Support the team in resolving complex enquiries and operational issuesContinuous Improvement – Identify opportunities to improve processes, efficiency and customer outcomesExperience &ExpertiseEssentialStrongcustomer; servicebackgroundExperienceworking within a Contact Centre or rapid-paced supportenvironmentDemonstratedability to coach, motivate and develop team membersStrong communication and stakeholder management skillsAbility to achieve performance targets and service outcomesExcellent organisational skills and attention to detailStrong computer and systemskillsDesirableExperiencewithin Facilities Management, Service Delivery or a similar operationalenvironmentWorkforceplanning or rosteringexperienceExperienceworking within a 24/7 operationExposure to process improvement initiativesTo be successful in this role, you will be:A positive and approachable leaderPassionate about supporting and developing othersCustomer-focused and solutions-orientedA solid communicator who enjoys buildingrelationshipsOrganised,adaptable and resilientMotivated to create a collaborative and engaged team cultureWhat's on Offer?
Permanent full-time opportunityHybrid working model with 2 days working from home each weekFree secure onsite parkingOngoing learning and developmentopportunitiesCareerprogression within a growing national businessIf you would like to be part of a growing Australian Facilities Management business, we would love to hear from you.Please apply by submitting your updated resume and cover letter.
Only shortlisted candidates will be contacted.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.

📌 Team Leader - Contact Centre (Victoria)
🏢 City FM
📍 Victoria