Team Leader - Customer Service Operations

Apply Now; Sydney; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Fitness passport

Employee assistance program

Annual flu shots

Wellbeing programme

Novated lease options

Job summary

Sutherland Shire Council is seeking a Team Leader - Customer Service Operations to guide a dynamic team and elevate customer experiences across channels. You will implement data-driven strategies, align frontline practice with the Council’s goals, and ensure resources and processes enable outstanding service delivery.

This role partners with the Customer Experience Leadership Team to advance the Customer Experience Strategy, mentor staff, and foster a positive, empowered workplace.

Qualifications

• Experience leading teams in a multi‑channel customer service environment.
• Proven track record in developing and implementing customer service delivery frameworks.
• Strong analytical and problem-solving skills with data‑driven decisions.
• Excellent interpersonal and communication skills engaging with diverse stakeholders.

Responsibilities

• Oversee management of Council's customer service functions.
• Develop and implement operational strategies for service delivery.
• Lead a collaborative team and advise on best practices in customer service.
• Work with internal stakeholders to support the Customer Experience Strategy and continuous improvement initiatives.

Skills

Team leadership

Multi-channel CS

Data-driven decisions

Stakeholder engagement

People management

Analytical thinking

Education

Tertiary qualification in Business / IT / Psychology / Management

Job description

Team Leader - Customer Service Operations

Job No:SSC1951

Location:Sutherland Shire

• 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!

• 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.

Reach out to Alison Wady, Talent Acquisition Business Partner [e-mail] for any job specific enquiries.
Alison Wady, Talent Acquisition Business Partner [e-mail] can assist with any recruitment related enquiries.

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.

About Sutherland Shire Council

Sutherland Shire is a unique area in greater Sydney. Boasting iconic beaches,stunning coastline,vibrant town centers,and incredible national parks. All just 26 km from the CBD. As one of the largest Councils inNSW,we're home to a growing and connected community of more than 230,000 people.

Watch the video to hear from our people about the wide range of projects we're delivering forour community.

It's a great time to join our team and do work that matters.

Sutherland Shire Council collects personal information from applicants as part of its recruitment and selection processes. This information may include your name, contact details, employment history, qualifications, skills, referee details, screening information, interview notes and any other information you provide in support of your application.

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Please confirm your rights to work in Australia: *

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At Sutherland Shire Council, we are committed to creating a workplace where everyone feels respected, valued and able to thrive. We recognise that a diverse workforce strengthens our organisation and helps us better serve our community. Providing the information below is voluntary. It helps us understand the diversity of our workforce and identify any support, workplace adjustments, accessibility requirements or inclusion initiatives that may assist employees throughout their employment journey. Individual responses remain confidential and are not considered as part of the selection process.

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• Describe your experience in leading a multi-channel customer service team and how you have implemented data-driven strategies to enhance service delivery. Please provide specific examples of the outcomes achieved. *
• Can you share an instance where you successfully developed and implemented a customer service delivery framework? What challenges did you overcome? *
• How do you foster a positive and empowering work environment for your team members, and what strategies do you use to encourage collaboration among diverse stakeholders? *