The Team Leader Business Support sits within the Business Support Team, Planning and Building Branch and plays a key role in ensuring the smooth delivery of administrative, customer service and business support functions that underpin Planning and Building services across the City of Melbourne.

Leading a team of skilled business support professionals, you will coordinate day-to-day operations, drive service improvements, provide coaching and support to staff, and ensure high-quality customer outcomes within statutory and business timeframes.
This is an opportunity to combine people leadership, operational management and continuous improvement while contributing to services that help shape and protect Melbourne’s built environment.

A little more about the role

Lead, coordinate and support the day-to-day operations of the Business Support Team to ensure effective service delivery and workload management

Coach, guide and develop team members, fostering a positive, high-performing and customer-focused culture

Monitor service performance, analyse data and prepare reports to identify trends, risks and improvement opportunities

Manage customer escalations and coordinate high-quality responses to complex enquiries, complaints and branch requests

Drive continuous improvement initiatives, reviewing processes and procedures to enhance efficiency and service outcomes

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you’ll help deliver what’s most important to the people who live, work, study, visit and invest in our great city.

We’re proud champions of diversity,



committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it’s your chance to make a real impact, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

About you

You are an experienced people leader who thrives in a fast-paced operational environment. You bring strong organisational skills, a customer-focused mindset and the ability to motivate and develop teams while driving service excellence and continuous improvement.

You may also be:

An inspiring leader with experience coaching, developing and supporting high-performing teams

A confident communicator who builds strong relationships across diverse stakeholder groups

Skilled at balancing competing priorities while maintaining service standards and meeting deadlines

Analytical and solutions-focused, with the ability to identify opportunities for improvement

Committed to delivering exceptional customer service and positive organisational outcomes

What your experience might look like – Key Selection Criteria

Demonstrated experience leading and developing teams, including coaching, performance management and capability building

Excellent written and verbal communication skills with the ability to prepare clear, professional correspondence and reports

Key skills and experience using data and reporting to support decision-making and service delivery

Experience working within a regulatory,



compliance or multi-functional service environment

Proven ability to build relationships, influence stakeholders and effectively manage competing priorities.

Strong organisational, analytical and problem-solving skills, with the ability to drive process improvements and change initiatives

Benefits of working with us

Attractive remuneration & benefits: Excellent pay package with a range of exciting perks. Flexible working, study assistance & other great corporate discounts.

Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part time equivalents are also available for added flexibility.

Career progression: Career development support and opportunities to learn recent skills within a creative and exciting environment.

Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.

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Need more info?

Refer to the position description below or contact *******@melbourne.vic.gov.au

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📌 Team Leader Business Support (Melbourne)
🏢 City Of Melbourne
📍 Melbourne