At Canterbury Bankstown Council, we serve one of the largest and most diverse communities in Sydney. With 29 key services, including childcare, waste management, parks maintenance, libraries, community facilities, and aquatic centers, we cater to over 370,000 residents.
The Role
The Team Leader Customer Service oversees operations, handles customer inquiries, and manages a team of up to 15 staff members. The role involves leading the Customer Experience team, fostering a positive team culture, and ensuring alignment with corporate and business objectives.
Duties:
* Provide support to customers, businesses, and team members.
* Manage call center and front counter operations to deliver excellent service, ensure professionalism, and meet service standards and key performance indicators.
* Triage customer requests to relevant business units.
* Encourage continuous improvement on systems and processes for Customer Service teams, consistently looking for new and innovative ways to improve service delivery to Canterbury Bankstown Council customers.
* Maintain open communication with the Manager Customer Experience, Team Leaders, and other teams to ensure achievement of business unit objectives and performance targets.
Requirements
You will have five years of demonstrated experience in leading teams to provide high-quality customer service in a fast-paced environment. You must be able to prioritize tasks and make difficult decisions, including managing performance. Strong user skills in Local Government software applications are also essential.
What's on Offer
We offer an attractive remuneration package, embracing a better work-life balance through our Accrued Time Off program. We also provide permanent full-time positions with Local Government conditions, such as long service leave after five years, annual salary increases, and generous parental leave options.