Strategic Team Lead, Customer Service Operations

Apply Now; Sydney; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Fitness passport

Employee assistance program

Annual flu shots

Wellbeing programme

Novated lease options

Job summary

Sutherland Shire Council is seeking a Team Leader - Customer Service Operations to guide a dynamic team and elevate customer experiences across channels. You will implement data-driven strategies, align frontline practice with the Council’s goals, and ensure resources and processes enable outstanding service delivery.

This role partners with the Customer Experience Leadership Team to advance the Customer Experience Strategy, mentor staff, and foster a positive, empowered workplace.

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 data‑driven decisions.
• Excellent interpersonal and communication skills engaging with diverse stakeholders.

Responsibilities

• Oversee management of Council's customer service functions.
• Develop and implement operational strategies for service delivery.
• Lead a collaborative team and advise on best practices in customer service.
• Work with internal stakeholders to support the Customer Experience Strategy and continuous improvement initiatives.

Skills

Team leadership

Multi-channel CS

Data-driven decisions

Stakeholder engagement

People management

Analytical thinking

Education

Tertiary qualification in Business / IT / Psychology / Management

Job description

Sutherland Shire Council is seeking a Team Leader - Customer Service Operations to guide a dynamic team and elevate customer experiences across channels. You will implement data-driven strategies, align frontline practice with the Council’s goals, and ensure resources and processes enable outstanding service delivery.

This role partners with the Customer Experience Leadership Team to advance the Customer Experience Strategy, mentor staff, and foster a positive, empowered workplace.