The Role At Georges River Council, we are committed to delivering exceptional customer experiences for our community. We are seeking an experienced and people-focused Team Leader Customer Advocates to lead a team responsible for customer advocacy, complaints management and service improvement. In this role, you will oversee complex customer matters, coach and develop staff, and work collaboratively across Council to drive positive customer outcomes and continuous improvement. You will play a key role in promoting a customer-focused culture and ensuring Council's Customer Feedback and Complaints Management Policy and Customer Experience Charter commitments are consistently achieved. What You'll Be Doing
• Lead, coach and develop a team of Customer Advocates to deliver exceptional customer service.
• Oversee the investigation and resolution of complex, sensitive and escalated customer complaints.
• Ensure customer feedback and complaints are managed fairly, consistently and within agreed timeframes.
• Identify customer trends and insights to drive continuous improvement initiatives.
• Partner with internal stakeholders to resolve issues and improve service delivery outcomes.
• Contribute to the implementation of Council's Customer Experience Strategy.
• Deliver customer service training, reporting and operational support across the organisation.
• Provide leadership support to the broader Customer Experience team as required. About You You are an experienced customer service leader who thrives on resolving complex issues,



supporting others to succeed and driving service improvements that make a genuine difference to customers. To be successful in this role, you will have:
• Tertiary qualifications in Business, Management, Communications or a related field, or equivalent experience.
• Significant experience in complaints management, customer advocacy or managing unreasonable customer conduct, ideally within local government or a similar environment.
• Demonstrated experience leading and developing high-performing teams.
• Strong communication, negotiation and stakeholder engagement skills.
• Proven ability to manage complex customer matters with professionalism, empathy and sound judgement.
• Excellent analytical, problem-solving and organisational skills.
• Experience using Microsoft Office and customer management systems.
• A current NSW Class C Driver Licence.

What We Offer
• Permanent full time opportunity – 35 hours per week
• From $94,020.07 to $108,936.38 p.a., plus 12% superannuation (negotiated based on skills & experience)
• Located in Hurstville CBD – 5 min walk from station Council benefits include:
• Flexible working arrangements, including hybrid work (after probation), flexible start and finish times,



and the option of a 9-day fortnight
• Generous leave entitlements, including 4 weeks annual leave, 1-week MyLeave (supporting your health and wellbeing), long service leave after 5 years and 14 weeks parental leave
• Award pay increases of 8% over the next two years
• Long service leave after 5 years
• Access to Fitness Passport for you and your family
• Ongoing learning and development opportunities, including a Sponsored Study Program
• Employee Rewards Program
• Confidential Employee Assistance Program
• A supportive and collaborative team environment If you're a collaborative leader with a passion for customer advocacy, service excellence and continuous improvement, we'd love to hear from you. For further information

about the role
, please refer to the Position Description and submit your application today. We encourage applicants to use the targeted questions as an opportunity to showcase their skills and experience by providing specific examples of their personal contribution and accomplishments. If you would like further information on this role, please contact Michelle Cowie, Head of Customer Experience on 02 9330 6401. Key dates: Applications must be completed and submitted via our website. Closing Date: Friday, 20 November 2026 at 11:59pm AEDT Pre-recorded video response assessment: week commencing 23 November 2026 Interviews: week commencing 14 December 2026 Offers of employment at Georges River Council are contingent upon satisfactory results of a thorough background check.

📌 Team Leader Customer Advocates (Sydney)
🏢 Georges River Council
📍 Sydney