Team Leader - Customer Service Operations

Sutherland Shire Council; Sutherland Shire Council; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Fitness passport

Employee assistance program

Annual flu shots

Health and wellbeing programme

Novated lease options

Job summary

Sutherland Shire Council is seeking a Team Leader - Customer Service Operations to oversee the customer service functions, ensuring effective frameworks and resources to deliver exceptional experiences. The role requires leading a collaborative team and advising on best practices in customer service.

You will work closely with internal stakeholders and the Customer Experience Leadership Team to implement the Customer Experience Strategy and drive continuous improvement initiatives.

Qualifications

• Bachelor's degree or equivalent in Business, IT, Psychology, Management or related field.
• Extensive experience leading teams in a multi-channel customer service environment.
• Proven track record developing and implementing customer service delivery frameworks.
• Strong analytical and problem-solving skills with data-driven decision making.

Responsibilities

• Oversee management of Council's customer service functions with effective frameworks and resources.
• Develop and implement operational strategies to deliver outstanding customer experiences.
• Lead a collaborative team and advise on best practices in customer service.
• Work with stakeholders and the Customer Experience Leadership Team to support the Customer Experience Strategy.

Skills

Team leadership

Team management

Data-driven decisions

Stakeholder engagement

Multi-channel service

Time management

Education

Bachelor's degree or equivalent in Business/IT/Psych/Management

Job description

Team Leader - Customer Service Operations

• Lead a dynamic team dedicated to enhancing customer experience.
• Implement data-driven strategies to continuously improve service delivery.
• Collaborate with internal stakeholders to ensure alignment with organisational goals.
• Foster a positive and empowering work environment for team members.

About Us

Sutherland Shire Council is committed to providing exceptional services to our community. We believe that our customers are at the core of our operations, and we work tirelessly to enhance their experiences across all touchpoints.

Our Customer Service Operations Team plays a crucial role in managing interactions with our community through various platforms, including our customer service centre, call centre, and online services. We aim to build trust and satisfaction within our community by delivering reliable and effective support.

About The Role

The Team Leader - Customer Service Operations will oversee the management of Council's customer service functions, ensuring effective frameworks and resources are in place to deliver outstanding customer experiences.

This role is pivotal in developing and implementing operational strategies, leading a collaborative team, and advising on best practises in customer service. You will work closely with internal stakeholders and the Customer Experience Leadership Team to support the implementation of the Customer Experience Strategy and drive continuous improvement initiatives.

Who We're Looking For

We are looking for a dedicated and experienced leader who is passionate about customer service and possesses the ability to inspire and guide a team.

• Tertiary qualification in Business, Information Technology, Psychology, Management, or equivalent.
• Extensive experience in leading teams within a multi-channel customer service environment.
• Proven track record in developing and implementing customer service delivery frameworks.
• Strong analytical and problem-solving skills with an ability to make data-driven decisions.
• Excellent interpersonal and communication skills to engage with diverse stakeholders.
• Strong time management abilities to handle competing priorities effectively.

The ideal candidate will be committed to fostering a collaborative culture and driving positive change within the organisation.

Join our Team and Grow with Us!

• Get your application in by 11.59pm: Thursday 15 October 2026
• Interview date: Interviews will be facilitated within 2 weeks of the closing date
• Hours of work: Temporary Full-Time. Working 35 hours per week. You will have the option of a 19 day month with Council's ADO system (Accrued Day Off). Position is expected to be available for up to 12 months.
• To benefit your wellbeing you will have access to fitness passport, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

Suitable candidates are subject to pre-employment screening which includes Reference Checks, Work Rights Verification, Identity and Functional/Medical History Checks, and will also include a Criminal History, Qualification and Working with Children Check. Employment is subject to clearance of all these checks.

Council is a Child Safe Organisation and is committed to ensuring the NSW Government's Child Safe Standards are incorporated in our procedures, practices, programs, and events.

Sutherland Shire Council values the skills and attributes Veterans can bring to our Council. We understand that transitioning to roles outside of Defence can feel challenging. If you're unsure where to begin or would appreciate guidance throughout the application process, please don't hesitate to contact us.