Team Leader - Customer Service Ops (Temp FT, 35h/wk)

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

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.