Team Leader Customer Operations x2

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 in Sydney is seeking a Team Leader – Customer Operations to lead a customer-focused team across multiple service channels and oversee day-to-day operations.

You will inspire and develop staff, drive continuous improvement, and ensure high-quality service while balancing priorities in a dynamic local government environment. This permanent, full-time role offers competitive pay and superannuation.

Qualifications

• Demonstrated experience leading or supervising customer experience teams.
• Strong customer service knowledge across channels and multi-site operations.
• Ability to coach, motivate and develop employees through change.
• Experience managing service quality, standards and performance.
• Ability to manage competing priorities in a fast-paced environment.
• Experience analyzing customer service data using CRM and reporting tools.

Skills

Team leadership

Customer service ops

Coaching & development

Quality & performance

Prioritization

Analytics & CRM

Job description

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 ofIntegrity,Respect,Innovation,CompassionandCollaborationare 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 valuegym membership from $18.65/week giving access to a vast network of gyms in Sydney.

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.

Pleaseread the Position Description to familiarise yourself with all the requirements and conditions of the role.

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

Some of the 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

We recommend you read the Position Description for the role to make sure your application addresses the requirements of the position. Council is an equal opportunity employer and welcomes all applicants. Please advise us within the application if you need support, reasonable adjustments to participate successfully in the recruitment process.

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.

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.

Inner West Council is among Sydney’s larger local government agencies, looking after a vibrant 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 us on our journey towards becoming the best council for our community. We are committed to the principles of Equal Employment Opportunity, WHS, sustainability, continuous improvement and business excellence. The community is at the heart of the organisation, and Council’s values of integrity, respect, innovation, compassion and collaboration guide everything we do. As an organisation committed to child safety, we also recognise the importance of the wellbeing of all children and young people, and the marvelous value they bring to the inner-west community, and it is essential they are safe while they access services and enjoy Council facilities. Council expects commitment to these values and responsibilities from all its employees as they serve the community and make Inner West a great place to be.