About the role

As Customer Liaison Team Leader, you will lead and support the Customer Liaison Officers to manage complaints, councillor requests and CEO correspondence, with a focus on resolving concerns early. You will set clear expectations, provide guidance and feedback, and build strong working relationships across Council to ensure customer issues are handled with empathy, accountability and timely responses.

Working with the Coordinator of Customer Insights, you will use customer feedback and complaints data to understand recurring issues and identify ways to improve Council services. You will involve staff in improving processes, monitor the quality of responses and help teams across Council deliver a more consistent and supportive customer experience.

- This is a full-time temporary position until February 2028 (secondment backfill) (38 hours per week).
- This is a Band 6 role with a salary range between $101,139 and $110,243 per annum, plus superannuation.
- Support work-life balance with your choice of monthly or fortnightly rostered day off and hybrid working arrangements.
- 20 weeks paid primary caregiver leave (6 weeks for secondary caregivers) plus other generous leave options such as volunteer leave, family planning, study assistance and menstrual and menopause leave.
- Opportunities for professional development and to take on temporary roles in other teams to grow your skills and experience.

Experience and skills we’re looking for

- Experience leading and supporting a customer service or complaints team, including setting expectations, providing feedback and managing performance.
- Experience managing complex customer cases and complaints, with a focus on early resolution and keeping customers informed.
- The ability to handle sensitive or difficult conversations with empathy, sound judgement and professionalism.
- Strong written communication skills, including preparing clear, accurate responses to complaints and correspondence.




- The ability to build productive working relationships across teams and with councillors and senior managers.
- Experience using customer feedback, complaints data and service measures to identify recurring issues and recommend improvements.
- Experience reviewing and improving processes to make services more efficient and responsive to customer needs.
- The ability to explain advice and processes clearly, helping customers and colleagues understand their options and next steps.
- Strong organisational skills, including prioritising competing requests and monitoring cases to ensure timely follow-up.
- The ability to involve staff in change, encourage their ideas and support consistent customer service standards.

If you have some but not all these skills or experience, we still encourage you to apply. Especially if you have the right attitude and willingness to learn.

How to apply

Please ensure you submit your application via our jobs portal by clicking ‘Apply’. Include a resume and cover letter with your application. In your cover letter, tell us about your experience, skills, and why you would like to work with us here at Yarra Ranges Council.

Applications close 11.59pm, Sunday the 15th of November 2026.

Contact person: Sylvia Fronczak, Customer Insights Coordinator, 03 9294 6217.

If you need support with your application or have accessibility needs, please call the contact person above or email us at [email protected].

Applicants who progress past the interview stage must complete pre-employment checks. These checks will include a Police Check.

About Yarra Ranges Council

Yarra Ranges Council committed to creating a diverse and inclusive workplace where everyone is welcome. We encourage people of all genders, cultures, backgrounds, and abilities to apply for jobs with us. We support flexible work arrangements, including full time, part time, hybrid, and job-sharing options to meet your needs and suit your life.

Yarra Ranges Council is a child safe organisation and is committed to the safety and wellbeing of all children and young people in our community. We are committed to protecting children from abuse in accordance with the Victorian Child Safe Standards.

📌 Customer Liaison Team Leader (Melbourne)
🏢 Yarra Ranges Council
📍 Melbourne