Job Title: Team Leader – Customer Service
Contract: Full time, Temporary (Mat Leave Cover) | Mon–Fri, 8:30am–5:00pm (38 hrs/wk)
Pay: $*/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 Chance, and risk management standards.
Ensure full compliance with Vic OHS, Equal Prospect, and risk management standards.
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📌 Customer Service Team Lead Melbourne
🏢 Hr Partners
📍 Melbourne