Customer Service Team Lead

Randstad; Melbourne; In loco; AUD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

Randstad NV in Melbourne seeks a Team Leader - Customer Service to guide a local council customer service team in handling daily inquiries, cashiering, and rosters while acting as the senior escalation point for complex issues.

The role is full-time, temporary (maternity cover), Monday–Friday, 8:30am–5:00pm (38 hrs/wk). The pay rate is A$61.53/hr, with responsibilities including SLAs, onboarding, and compliance with Vic OHS and related standards.

Competenze

• Experience leading service teams.
• Strong verbal and written communication skills.
• Ability to resolve complex customer issues.
• Experience training and mentoring staff.

Mansioni

• 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 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.

Conoscenze

Leadership

Communication

Problem solving

Staff training

Strumenti

CRM/CRS databases

Phone systems

Website updates

Descrizione del lavoro

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.

Key Requirements

• Leadership & Problem Solving: Experience resolving complex issues and leading service teams.
• Financial Control: Proven background in supervising cashiering and daily reconciliations.
• Communication: Strong verbal/written skills to engage staff and community members.
• Tech Skills: Familiarity with phone systems, CRM/CRS databases, and web updates.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.