Customer Service Team Leader
Core
Lead daily operations of a customer service team for a local council, ensuring smooth service delivery and resolving complex community enquiries across multiple channels.
Role type
Senior IC Customer Service Team Leader
Builds
Customer service operations and community experience
Domain
Public sector / Local government
Deliverable
dashboards & analysis
Required skills
Team supervision, roster management, complex enquiry resolution, complaint management, stakeholder collaboration, policy adherence
Preferred skills
Local government experience
Responsibilities
Supervise Customer Service Officers and oversee daily service delivery, including service levels, staffing, cashiering functions and distribution of information. Provide guidance and support to the team, including resolving complex customer enquiries and complaints. Coordinate and manage team rosters to ensure appropriate staffing levels and smooth service delivery. Work collaboratively with internal stakeholders to improve communication and the end-to-end customer experience. Support a customer-focused culture and ensure enquiries are resolved efficiently and in line with Council policies, procedures and standards.