Senior Team Lead, Municipal Customer Service

Randstad NV; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Job summary

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.

Qualifications

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

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 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.

Skills

Leadership

Communication

Problem solving

Staff training

Tools

CRM/CRS databases

Phone systems

Website updates

Job description

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.