Customer Service Team Leader Local Council Location: Inner western suburbs Hours: 38 hours per week Duration: ASAP – 1 December **** Rate: $***** per hour + super We are looking for an experienced Customer Service Team Leader to join a local council in Melbourne's inner western suburbs on a temporary contract.
This is a great chance for someone who enjoys leading a customer-focused team, solving complex enquiries and making sure the day-to-day customer service operation runs smoothly.
About the role: Working closely with the broader organisation, you will lead the daily operations of the Customer Service team and help deliver a positive, consistent experience for the community across a range of communication channels.
Your responsibilities: Supervising Customer Service Officers and overseeing daily service delivery, including service levels, staffing, cashiering functions and distribution of information.
Providing guidance and support to the team, including resolving complex customer enquiries and complaints where required.
Coordinating and managing team rosters to ensure appropriate staffing levels and smooth service delivery.




Working collaboratively with internal stakeholders to improve communication and the end-to-end customer experience.
Supporting a customer-focused culture and ensuring enquiries are resolved efficiently and in line with Council policies, procedures and standards.
About you: Previous experience leading or supervising a customer service team.
Local government experience is highly desirable.
Strong verbal and written communication skills, with the ability to engage confidently with a range of stakeholders.
Strong problem-solving skills and the ability to investigate and resolve customer issues using policies and procedures.
A solid understanding of customer service principles, service request systems and complaint management processes.
The ability to remain calm, solutions-focused and customer-focused when managing complex enquiries.
If you're an experienced customer service leader looking for your next temporary opportunity within local government, we are looking to hear from you!

📌 Customer Service Team Leader (Victoria)
🏢 Public Sector People
📍 Victoria