Customer Service Team Leader

Customer Service Team Leader

Local Council 
Location: Inner western suburbs
Hours: 38 hours per week
Duration: ASAP – 1 December 2026
Rate: $61.53 per hour + super

We are looking for an experienced Customer Service Team Leader to join a local council in Melbourne’s inner western suburbs on a temporary contract.
This is a great opportunity for someone who enjoys leading a customer-focused team, solving complex enquiries and making sure the day-to-day customer service operation runs smoothly.

About the role:

Working closely with the broader organisation, you will lead the daily operations of the Customer Service team and help deliver a positive, consistent experience for the community across a range of communication channels.

Your responsibilities:

• Supervising Customer Service Officers and overseeing daily service delivery, including service levels, staffing, cashiering functions and distribution of information.
• Providing guidance and support to the team, including resolving complex customer enquiries and complaints where required.
• Coordinating and managing team rosters to ensure appropriate staffing levels and smooth service delivery.
• Working collaboratively with internal stakeholders to improve communication and the end-to-end customer experience.
• Supporting a customer-focused culture and ensuring enquiries are resolved efficiently and in line with Council policies, procedures and standards.

About you:

• Previous experience leading or supervising a customer service team.
• Local government experience is highly desirable.
• Strong verbal and written communication skills, with the ability to engage confidently with a range of stakeholders.
• Strong problem-solving skills and the ability to investigate and resolve customer issues using policies and procedures.
• A solid understanding of customer service principles, service request systems and complaint management processes.
• The ability to remain calm, solutions-focused and customer-focused when managing complex enquiries.

If you’re an experienced customer service leader looking for your next temporary opportunity within local government, we are looking to hear from you!