Customer Operations Leader — Multi-Channel Experience

Council Jobs; Sydney; On-site; AUD 114,000 - 125,000; Full time

Benefits offered by this job

Gym membership from 12% Superannuation

Job summary

Inner West Council in Sydney is seeking a Team Leader – Customer Operations to spearhead the delivery of outstanding customer experiences across multiple service channels. You will inspire and develop a customer-focused team, oversee day-to-day operations, and drive seamless, high-quality service while pursuing continuous improvement and outcomes.

The role requires hands-on leadership across sites, strong communication and stakeholder engagement, and the ability to coach staff through change.

Qualifications

• Experience leading customer experience teams in a fast-paced environment.
• Strong knowledge of multi-channel service delivery and channels management.
• Ability to coach and develop employees and lead through change.
• Experience analysing customer service information and reporting.
• Proven stakeholder engagement and conflict resolution skills.

Responsibilities

• Lead the delivery of exceptional customer experiences across service channels.
• Inspire and develop a customer-focused team and oversee day-to-day operations.
• Ensure customers receive seamless, high-quality service while driving improvement.
• Coach, motivate and develop staff; manage competing priorities.

Skills

Leadership

Customer service

Multi-channel service

Stakeholder engagement

Conflict resolution

Coaching & development

Change management

Analytical thinking

Tools

CRM platforms

Job description

Inner West Council in Sydney is seeking a Team Leader – Customer Operations to spearhead the delivery of outstanding customer experiences across multiple service channels. You will inspire and develop a customer-focused team, oversee day-to-day operations, and drive seamless, high-quality service while pursuing continuous improvement and outcomes.

The role requires hands-on leadership across sites, strong communication and stakeholder engagement, and the ability to coach staff through change.