Job Title: Team Leader – Customer Service
Contract: Full-time, Temporary (Mat Leave Cover) | Mon–Fri, 8:30am–5:00pm (38 hrs/wk)
Pay: $61.53/hr

About the Role

Lead a local council customer service team in managing daily public inquiries, cashiering, and team rosters while acting as the senior escalation point for complex issues.

Key Responsibilities

- Supervise daily contact channels (phone, email, walk-ins, online) and staff rosters.
- Oversee daily cashiering, floats, and end-of-day banking reconciliation.
- Resolve escalated customer complaints using council policies and statutory rules.
- Manage phone systems, customer request databases, and website/intranet updates.
- Onboard, train, and mentor customer service staff.
- Collaborate with internal teams to set and enforce Service Level Agreements (SLAs).
- Coordinate customer support during municipal emergencies and attend occasional after-hours events.
- Ensure full compliance with Vic OHS, Equal Prospect, and risk management standards.

Ensure full compliance with Vic OHS, Equal Opportunity, and risk management standards.

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📌 customer service team lead (Melbourne)
🏢 Hr Partners
📍 Melbourne