Job Title: Team Leader - Customer Service

Contract: Full time, Temporary (Mat Leave Cover) | Mon-Fri, 8:30am-5:00pm (38 hrs/wk)

Pay: $61.53/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 Opportunity, and risk management standards.

Key Requirements

- Leadership & Problem Solving: Experience resolving complex issues and leading service teams.
- Financial Control: Proven background in supervising cashiering and daily reconciliations.
- Communication: Strong verbal/written skills to engage staff and community members.
- Tech Skills: Familiarity with phone systems, CRM/CRS databases, and web updates.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Customer Service Team Lead (Melbourne)
🏢 Randstad
📍 Melbourne