Team Leader Customer Experience

Cumberland City Council; Sydney; On-site; AUD 84,000 - 96,000; Full time

Benefits offered by this job

Flexible working arrangements

Training and professional development

Annual leave and personal leave

Long Service Leave

Health insurance discounts

Wellbeing programs

Fitness Passport Program

Job summary

Cumberland City Council seeks a Customer Experience Team Leader to oversee a high-performing, multi-site team across call centres, front counters and service centres. You will drive a customer-centric culture, manage complex enquiries, and lead continuous improvements in service delivery.

The role requires relevant qualifications or equivalent experience, proven leadership, and strong communication skills to deliver outstanding customer outcomes across channels.

Qualifications

• Relevant tertiary qualifications or demonstrated extensive related experience.
• Proven experience in leading a high performing team and empowering staff to reach potential.
• Strong decision-making skills in complex environments.
• Proactive problem-solving and solution implementation.
• Ability to manage change and evolving business needs.
• Commitment to continuous learning and development.
• Proven experience delivering excellent customer experience across contact channels.
• Strong written and oral communication, including reports and correspondence.
• Experience administering a Customer Relationship Management System.
• Experience implementing customer experience initiatives and service improvements.

Responsibilities

• Lead a team across multiple Council sites and touchpoints to ensure high-quality end-to-end customer experiences.
• Oversee customer interactions, maintain a customer-centric culture, and uphold service standards.
• Prepare reports, submissions and correspondence for stakeholders.
• Coordinate across rosters and travel requirements to support staff across locations.
• Monitor workloads, identify issues and recommend changes to improve service delivery.

Skills

Team leadership

Customer experience

Decision making

Problem solving

Change management

Written and verbal communications

Report writing

CRM systems

Education

Relevant tertiary qualifications

Tools

CRM system

Job description

Located 20km west of Sydney on Dharug country, with a population of over 250,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another.

Our people are focused on driving community outcomes, programs and services to innovate, inspire and deliver change for the community we represent and has worked hard to fulfil its community’s vision for Cumberland as a place where anyone can feel welcome, belong and succeed.

Located 20km west of Sydney on Dharug country, with a population of over 250,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another.

Our people are focused on driving community outcomes, programs and services to innovate, inspire and deliver change for the community we represent and has worked hard to fulfil its community’s vision for Cumberland as a place where anyone can feel welcome, belong and succeed.

ABOUT THE OPPORTUNITY

The Customer Experience team are responsible for being the first point of contact for the community and work within Council's call centres, front counters and service centres to assist the community with their enquiries.

This position leads a team dedicated to providing high-quality, efficient, and positive end-to-end experiences for internal and external customers across multiple Council sites and touchpoints, fostering a customer experience-oriented culture within the team and Council. Responsibilities include overseeing seamless customer experiences, cultivating a customer-centric culture, and upholding high service standards

The successful applicant will require:

• Relevant tertiary qualifications or demonstrated extensive related experience.
• Proven experience in leading a high performing team, including the ability to motivate, inspire, and empower team members to achieve their full potential.
• Strong decision-making skills, with the ability to make sound judgments in complex and fast-paced environments.
• Effective problem-solving abilities, with a proactive approach to addressing challenges and implementing solutions.
• Demonstrated ability to manage change and adapt to evolving business needs and priorities.
• Commitment to fostering a culture of continuous learning and development within the team.
• Proven experience in delivering excellent customer experience and exceeding customer expectations across various contact channels.
• Strong written and oral communication skills, including the preparation of reports, submissions, and correspondence
• Experience in handling general technical or complex enquiries, including development assessment and rates.
• Excellent organisational and time management abilities.
• Demonstrated conflict resolution and negotiation skills.
• Extensive experience in processing applications, production of certificates, and cashiering, including end-of-day reconciliation.
• Flexibility to work as part of a roster to lead staff and carry out duties across multiple service points.
• Ability to monitor work volumes, identify emerging issues or trends, and recommend changes.
• Experience administering a Customer Relationship Management System.
• Demonstrated experience in implementing new customer experience initiatives and service improvements to enhance the end-user experience.
• Eligibility as a Justice of the Peace.

Download the position description here for more information.

About this role:

• 1x permanent full-time position
• Working 70 hours per fortnight, with core hours between 8:00am - 4:30pm, Monday to Friday.
• Access to Council's 9 day fortnight Rostered Day Off (RDO) arrangement
• Located at Council's Merrylands, Wentworthville, Berala, Greystanes and Auburn offices, with frequent travel required across Council worksites, and may be required to work across any of Council’s work locations.

Salary information: The salary and conditions of employment are in accordance with the NSW Local Government (State) Award.

• Grade 11 of the Cumberland Salary Structure with a salary range of $1,836.08 to $2,111.49 per week, plus 12% superannuation
• The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role

What you'll need to have for this role:

• The right to live and work in Australia
• Be able to provide information for pre-employment checks required for the position, including attending a physical pre-employment medical examination as required
• Participate in health monitoring as outlined in the risk assessment for this position and Council's Health Monitoring Procedure, as required.

WHAT WE CAN OFFER

• We promote work-life balance and offer flexible working arrangements including working from home opportunities or up to an additional five (5) days' leave for front-facing roles that are unable to access working from home arrangements
• Training and professional development opportunities available to develop skills and grow your career
• Leave entitlements including annual leave,10 days personal leave and up to five (5) days of MyLeave per year, parental leave entitlements and access to Long Service Leave after five (5) years (where applicable)
• Three (3) additional grant days of paid leave over Christmas (where applicable)
• Corporate Health Insurance discounts
• Health and Wellbeing Programs to support our staff by providing access to online professional learning, paid leave to undertake annual skin checks, COVID-19 vaccinations and to donate blood
• Subsidies to assist with the cost of wellness and fitness activities
• Free access to Council owned and managed Aquatic Centres
• Access to Council's Fitness Passport Program and Employee Assistance Program (EAP).

ABOUT US

Council adheres to the principles of a child safe organisation and is committed to the safety and wellbeing of all children and young people, and fully supports the aims and objectives of NSW Child Protection Legislation, and associated provisions. Council will implement all necessary measures to ensure a safe and supportive environment, which endeavours to promote child protection practices. It is essential for applicants to submit their WWCC number with their application, if required, and it is an offence under NSW legislation for barred workers to apply for or otherwise attempt to obtain, undertake or remain in child-related employment.

Cumberland City Council is committed to building a diverse and inclusive workplace, reflective of the community it represents. Council welcomes and encourages applicants from diverse backgrounds to apply for our roles, and is committed to providing an accessible and safe workplace for our staff through making reasonable adjustments. If you have any accessibility or support requirements throughout the recruitment process, please contact the hiring manager during the application process.

ENQUIRIES

Contact Yesim Ibrahim, Coordinator Customer Experience on 8757 9300 or ***************@cumberland.nsw.gov.au for further information.

Closing date: 11:59pm, Tuesday 6 October 2026