Job Description

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Local Council
n Location: Inner western suburbs
Hours: 38 hours per week
n Duration: ASAP – 1 December 2026
Rate: $61.53 per hour + super

n 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.
n This is a great opportunity for someone who enjoys leading a customer-focused team, solving complex enquiries and making sure the day-to-day customer service operation runs smoothly.

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About the role:

n 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.

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Your responsibilities:

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- Supervising Customer Service Officers and overseeing daily service delivery, including service levels, staffing, cashiering functions and distribution of information.
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- Providing guidance and support to the team, including resolving complex customer enquiries and complaints where required.
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- Coordinating and managing team rosters to ensure appropriate staffing levels and smooth service delivery.
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- Working collaboratively with internal stakeholders to improve communication and the end-to-end customer experience.
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- Supporting a customer-focused culture and ensuring enquiries are resolved efficiently and in line with Council policies, procedures and standards.
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About you:

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- Previous experience leading or supervising a customer service team.
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- Local government experience is highly desirable.
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- Strong verbal and written communication skills, with the ability to engage confidently with a range of stakeholders.
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- Solid problem-solving skills and the ability to investigate and resolve customer issues using policies and procedures.
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- A solid understanding of customer service principles, service request systems and complaint management processes.
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- The ability to remain calm, solutions-focused and customer-focused when managing complex enquiries.
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📌 Customer Service Team Leader (Victoria)
🏢 Public Sector People
📍 Victoria