customer service team lead

HR Partners; City of Melbourne; On-site; AUD 115,000 - 128,000; Full time

Job summary

HR Partners is seeking a Team Leader – Customer Service for a full-time temporary mat leave cover with the City of Melbourne. You will lead a local council customer service team, manage daily inquiries, and coordinate rosters and cashiering.

You will act as the senior escalation point for complex issues, oversee SLAs, and ensure compliance with Vic OHS and Equal Opportunity standards while participating in after-hours events as needed.

Qualifications

• Experience leading a customer service team within a council or public sector.
• Proven ability to manage escalations and complex inquiries.
• Strong understanding of service levels and compliance requirements.

Responsibilities

• Supervise daily contact channels and staff rosters.
• Oversee cashiering, floats, and end-of-day banking reconciliation.
• Resolve escalated complaints using council policies.
• Manage phone systems, databases, and website updates.
• Onboard, train, and mentor staff.
• Collaborate to enforce SLAs.
• Coordinate support during emergencies and after-hours events.
• Ensure compliance with Vic OHS and Equal Opportunity standards.

Skills

Team leadership

Customer service

Escalation handling

Staff supervision

Tools

CRM software

Phone systems

Job description

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.

Ensure full compliance with Vic OHS, Equal Opportunity, and risk management standards.