Team Leader Business Services

Canterbury-Bankstown Council; Canterbury-Bankstown; On-site; AUD 88,000 - 107,000; Full time

Benefits offered by this job

Permanent full-time

Accrued Time Off

Health & Wellbeing Programs

Professional growth

Team leadership role

Impact on city planning services

Job summary

CBCity The City of Canterbury Bankstown is seeking a Team Leader Business Services to guide the Planning Directorate's Business Services team. You will oversee day-to-day operations, resource allocation, workloads and deliver timely, accurate reporting across the directorate.

You will lead, coach and develop staff, drive system improvements, engage stakeholders and promote digital adoption in a dynamic council environment.

Qualifications

• Tertiary qualifications in Business Administration and/or demonstrated experience in a customer service/customer service leadership role.
• Minimum two years’ leadership experience, preferably in customer service or service centre environments.
• Proven experience leading, coaching and developing individuals and teams.

Responsibilities

• Lead and coordinate business support activities across the Planning Directorate.
• Allocate and monitor workloads using reports, dashboards and service level information.
• Monitor team performance and provide reporting on service delivery and KPIs.
• Provide guidance and problem solving for escalated matters.
• Lead, coach and mentor team members to build capability and performance.
• Build relationships with stakeholders to support cross-functional collaboration.
• Lead continuous improvement to enhance workflows, resources and customer outcomes.
• Encourage digital adoption and use of systems to improve accuracy and efficiency.

Skills

Leadership

Coaching

Customer service

Communication

Analytical thinking

Problem solving

Digital literacy

Education

Tertiary qualifications in Business Administration

Tools

Pathway

SAP

iShare

InfoCouncil

Microsoft 365

Excel

Job description

Here at CBCity The City of Canterbury Bankstown is one of the largest Councils in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 380,000 residents.

About the role

A rewarding opportunity has presented itself for a dedicated and experienced leader to join our Planning Directorate as Team Leader Business Services. In this role, you will lead and coordinate the Business Services team, ensuring the effective delivery of timely, accurate and professional business support services across the Planning Directorate. You will be responsible for managing day-to-day team operations, allocating resources, monitoring workloads and ensuring agreed service levels and performance expectations are consistently achieved. You will provide leadership, coaching and support to team members, fostering a positive and collaborative workplace culture focused on accountability, continuous improvement and service excellence. Working closely with internal and external stakeholders, you will identify opportunities to improve systems, processes and reporting, leverage technology and support informed decision-making across the Directorate. This opportunity will be offered on a permanent full-time basis.

• Lead and coordinate business support activities across the Planning Directorate
• Allocate and monitor workloads across the team, using operational reports, dashboards and service level information
• Monitor team performance and provide accurate and insightful reporting on service delivery, operational outcomes, workloads and key performance indicators
• Provide guidance and decisive problem solving for sensitive or escalated matters
• Lead, coach and mentor team members to build technical capability, professional confidence and problem-solving skills
• Build and maintain strong relationships with internal and external stakeholders to support seamless service delivery and effective cross-functional collaboration
• Lead continuous improvement initiatives that address inefficiencies, improve workflows, optimise resources and enhance customer and business outcomes
• Encourage digital adoption and the effective use of systems and technology to improve accuracy, reporting capability and operational efficiency

Qualifications and experience

You will have:

• Tertiary qualifications in Business Administration and/or demonstrated experience gained from working in a customer service, administrative or business support leadership position.
• Minimum of two years’ experience in a leadership role, preferably within customer service, contact centre or service centre environments.
• Demonstrated experience leading, coaching and developing individuals and teams, with the ability to build capability, confidence and performance.
• Proven experience delivering high-quality customer service and a strong commitment to service excellence and customer satisfaction.
• Highly developed communication, interpersonal, presentation and relationship management skills, with the ability to engage confidently across all levels of an organisation.
• Demonstrated ability to monitor, prioritise and manage workloads, competing priorities and deadlines while maintaining agreed service standards.
• Strong creative thinking, analytical and problem-solving skills, with the ability to develop innovative and practical solutions to operational and service challenges.
• Demonstrated experience identifying and implementing continuous improvement opportunities to improve systems, processes, workflows and service outcomes.
• High-level computer proficiency, including advanced use of Microsoft Office and Microsoft 365 applications, including Word, Excel, PowerPoint and Outlook, as well as Adobe products.
• Strong digital literacy and the ability to quickly learn and effectively use new systems and applications.
• Experience with systems such as Pathway, SAP, iShare and InfoCouncil will be highly regarded.
• Demonstrated ability to develop training materials and plan, facilitate and deliver training to individuals and groups.
• Sound understanding of governance, compliance, records management and the importance of maintaining confidentiality when handling sensitive or personal information.
• Flexibility and adaptability, with the ability to work effectively in a dynamic and evolving environment.

Benefits

• Permanent full-time opportunity
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Lead a team that contributes to the effective delivery of Planning services across the City.
• Contribute to improving systems, processes and customer experiences that benefit our community.
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

Please contact Zareek Ali (Talent Management Officer) at [e-mail]

Salary

The salary range for this opportunity starts at $97,327 + 12% super. Salary may be negotiable dependent on skills and experience.

Application deadline

Applications close at 11:59 pm on Sunday 1 November 2026

Equal opportunity statement

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds. If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at [e-mail] Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position. Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.