Customer Operations Team Lead — Hybrid & Impactful

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

Benefits offered by this job

Gym membership

Job summary

Inner West Council is seeking a Team Leader – Customer Operations to lead the delivery of outstanding customer experiences across channels and oversee daily operations. You will coach and develop a customer-focused team, ensuring seamless service while driving ongoing improvements.

The role requires experience supervising customer experience teams, strong stakeholder engagement, and the ability to manage competing priorities in a fast-paced environment. Hybrid work options may apply.

Qualifications

• Experience leading or supervising customer experience teams in a customer-focused environment.
• Strong customer service operational knowledge across multiple channels with stakeholder engagement and problem-solving skills.
• Ability to coach, motivate and develop employees and lead teams through change.
• Experience managing customer experience quality, service standards and operational performance.
• Ability to manage competing operational priorities in a fast-paced environment.
• Experience analysing customer service information and identifying improvement opportunities with CRM systems and reporting tools.

Responsibilities

• Lead the delivery of exceptional customer experiences across multiple service channels.
• Inspire and develop a customer-focused team, oversee day-to-day operations.
• Ensure customers receive seamless, high-quality service while driving continuous improvement and team success.

Skills

Leadership experience

Customer service

Stakeholder engagement

Conflict resolution

Coaching and development

Operational reporting

CRM platforms

Tools

CRM platforms

Job description

Inner West Council is seeking a Team Leader – Customer Operations to lead the delivery of outstanding customer experiences across channels and oversee daily operations. You will coach and develop a customer-focused team, ensuring seamless service while driving ongoing improvements.

The role requires experience supervising customer experience teams, strong stakeholder engagement, and the ability to manage competing priorities in a fast-paced environment. Hybrid work options may apply.