Customer Service Operations Leader (Data-Driven)

Careers at Council; Sydney; On-site; AUD 122,000 - 135,000; Full time

Benefits offered by this job

12% superannuation

Fitness passport

Employee assistance program

Annual flu shots

Wellbeing programme

Novated lease options

Job summary

Sutherland Shire Council in Sydney, NSW is seeking a Team Leader - Customer Service Operations to oversee the council's customer service functions and deliver outstanding experiences across channels.

You will develop and implement operational strategies, lead a collaborative team, and advise on best practices in customer service, working with the Customer Experience Leadership Team to drive continuous improvement.

Qualifications

• Experience leading teams in a multi-channel customer service environment.
• Proven track record in developing and implementing customer service delivery frameworks.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Excellent interpersonal and communication skills to engage with diverse stakeholders.
• Strong time management abilities to handle competing priorities effectively.

Responsibilities

• Oversee the management of Council's customer service functions to deliver outstanding customer experiences.
• Develop and implement operational strategies and lead a collaborative team.
• Advise on best practices in customer service and align with the Customer Experience Strategy.
• Collaborate with internal stakeholders and the Customer Experience Leadership Team to support strategy implementations.
• Drive continuous improvement initiatives in customer service.

Skills

Analytical skills

Interpersonal skills

Communication skills

Time management

Leadership

Problem-solving

Education

Tertiary qualification in Business/IT/Psychology/Management

Job description

Sutherland Shire Council in Sydney, NSW is seeking a Team Leader - Customer Service Operations to oversee the council's customer service functions and deliver outstanding experiences across channels.

You will develop and implement operational strategies, lead a collaborative team, and advise on best practices in customer service, working with the Customer Experience Leadership Team to drive continuous improvement.