Here at CBCity
The City of Canterbury Bankstown is one of the largest Councils in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 380,000 residents.

The Role

A rewarding opportunity has presented itself for a dedicated and experienced leader to join our Planning Directorate as Team Leader Business Services.
In this role, you will lead and coordinate the Business Services team, ensuring the effective delivery of timely, accurate and professional business support services across the Planning Directorate. You will be responsible for managing day-to-day team operations, allocating resources, monitoring workloads and ensuring agreed service levels and performance expectations are consistently achieved.

You will provide leadership, coaching and support to team members, fostering a positive and collaborative workplace culture focused on accountability, continuous improvement and service excellence. Working closely with internal and external stakeholders, you will identify opportunities to improve systems, processes and reporting, leverage technology and support informed decision‑making across the Directorate.

*This opportunity will be offered on a permanent full‑time basis.

Duties will include but not be limited to:

- Lead and coordinate business support activities across the Planning Directorate
- Allocate and monitor workloads across the team, using operational reports, dashboards and service level information
- Monitor team performance and provide accurate and insightful reporting on service delivery, operational outcomes,



workloads and key performance indicators
- Provide guidance and decisive problem solving for sensitive or escalated matters
- Lead, coach and mentor team members to build technical capability, skilled confidence and problem‑solving skills
- Build and maintain strong relationships with internal and external stakeholders to support seamless service delivery and effective cross‑functional collaboration.
- Lead continuous improvement initiatives that address inefficiencies, improve workflows, optimise resources and enhance customer and business outcomes.
- Encourage digital adoption and the effective use of systems and technology to improve accuracy, reporting capability and operational efficiency.

*For a full list of duties, click here to review the position description.

You will have:

- Tertiary qualifications in Business Administration and/or demonstrated experience gained from working in a customer service, administrative or business support leadership position.
- Minimum of two years’ experience in a leadership role, preferably within customer service, contact centre or service centre environments.
- Demonstrated experience leading, coaching and developing individuals and teams, with the ability to build capability, confidence and performance.




- Proven experience delivering high-quality customer service and a strong commitment to service excellence and customer satisfaction.
- Highly developed communication, interpersonal, presentation and relationship management skills, with the ability to engage confidently across all levels of an organisation.
- Demonstrated ability to monitor, prioritise and manage workloads, competing priorities and deadlines while maintaining agreed service standards.
- Strong creative thinking, analytical and problem‑solving skills, with the ability to develop innovative and practical solutions to operational and service challenges.
- Demonstrated experience identifying and implementing continuous improvement opportunities to improve systems, processes, workflows and service outcomes.
- High‑level computer proficiency, including advanced use of Microsoft Office and Microsoft 365 applications, including Word, Excel, PowerPoint and Outlook, as well as Adobe products.
- Strong digital literacy and the ability to quickly learn and effectively use new systems and applications. Experience with systems such as Pathway, SAP, iShare and InfoCouncil will be highly regarded.
- Demonstrated ability to develop training materials and plan, facilitate and deliver training to individuals and groups.
- Sound understanding of governance, compliance, records management and the importance of maintaining confidentiality when handling sensitive or personal information.
- Flexibility and adaptability, with the ability to work effectively in a dynamic and evolving environment.

The salary range for this opportunity starts at $97,327 + 12% super.

*Salary may be negotiable dependent on skills and experience.

What’s in it for you?

- Permanent full‑

📌 Team Leader Business Services (Sydney)
🏢 City Of Canterbury Bankstown
📍 Sydney