Team Leader Customer Operations

Inner West Council; Sydney; On-site; AUD 114,000 - 125,000; Full time

Benefits offered by this job

Gym membership

Job summary

Inner West Council is seeking a Team Leader – Customer Operations to lead the delivery of outstanding customer experiences across channels and oversee daily operations. You will coach and develop a customer-focused team, ensuring seamless service while driving ongoing improvements.

The role requires experience supervising customer experience teams, strong stakeholder engagement, and the ability to manage competing priorities in a fast-paced environment. Hybrid work options may apply.

Qualifications

• Experience leading or supervising customer experience teams in a customer-focused environment.
• Strong customer service operational knowledge across multiple channels with stakeholder engagement and problem-solving skills.
• Ability to coach, motivate and develop employees and lead teams through change.
• Experience managing customer experience quality, service standards and operational performance.
• Ability to manage competing operational priorities in a fast-paced environment.
• Experience analysing customer service information and identifying improvement opportunities with CRM systems and reporting tools.

Responsibilities

• Lead the delivery of exceptional customer experiences across multiple service channels.
• Inspire and develop a customer-focused team, oversee day-to-day operations.
• Ensure customers receive seamless, high-quality service while driving continuous improvement and team success.

Skills

Leadership experience

Customer service

Stakeholder engagement

Conflict resolution

Coaching and development

Operational reporting

CRM platforms

Tools

CRM platforms

Job description

About Inner West Council

Inner West Council (IWC) is among Sydney’s larger local metropolitan local government councils looking after a community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable, and diverse suburbs. As we continue to deliver quality, innovative, and inclusive programs and services, we invite you to join in on our journey towards becoming the best council for our community. The community is at the heart of IWC, and our values of Integrity , Respect , Innovation , Compassion and Collaboration are at the centre of everything that we do. We offer flexible career life balance with hours that allow you to relax and recharge. We offer a variety of flexible work arrangement options (e.g. flexible hours and working from home) where appropriate giving you even greater quality of work life balance. Permanent employees benefit from our great value gym membership from $18.65/week giving access to a vast network of gyms in Sydney.

About the role

Lead the delivery of exceptional customer experiences across multiple service channels. As Team Leader – Customer Operations, you’ll inspire and develop a customer-focused team, oversee day-to-day operations, and ensure customers receive seamless, high-quality service while driving continuous improvement and team success.

Remuneration

$114,377.12 - $124,670.52 p.a. + 12% Superannuation

Required skills, experience and qualifications

• Demonstrated experience leading or supervising customer experience teams in a customer-focused environment.
• Strong customer service operational knowledge across multiple customer channels and multi sites / locations with strong communication, stakeholder engagement and conflict resolution skills and problem-solving and decision-making skills.
• Demonstrated ability to coach, motivate and develop employees with the ability to lead teams through change and support continuous improvement.
• Experience managing customer experience quality, service standards and operational performance.
• Ability to manage competing operational priorities in a fast-paced environment.
• Experience analysing customer service information and identifying improvement opportunities with using customer service systems, CRM platforms and operational reporting tools.

Enquiries

Alice Sawyer, Senior Manager Customer Experience & Service Transformation (Acting) on 9392 5011

Closing Date

Sunday 25 October 2026, 11:30PM

Eligibility for employment/Pre employment Checks

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks as required for the position. This may include police records checks, certified copies of relevant qualifications, Driver’s Licence and proof of work rights in Australia (please refer to the Position Description for the specific qualifications/requirements for the role). Copies of any sighted documents will be kept by IWC for its records as proof of verification. For more information about work rights in Australia please visit the Department of Home Affairs website.

Equal Opportunity and Diversity

Council is an equal opportunity employer and welcomes all applicants. Inner West Council is proud to be an inclusive and equitable employer We welcome applicants from all backgrounds and experiences and are committed to reflecting the diversity of our community. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disability, culturally and linguistically diverse communities, LGBTQ+ people, veterans, young people, and mature age workers. This commitment to diversity and inclusion is one of the many reasons we were named the 2023 AR Bluett Award Winner as the most progressive council in NSW. We’re also proud recipients of the 2023 Australian Business Awards Employer of Choice and the 2025 NSW Local Government Excellence Award for Organisational Diversity and Inclusion.

Reasonable Adjustment Assistance

Reasonable Adjustment Assistance IWC are intent on respecting the rights and improving opportunities for people with disability.