Team Leader Customer Advocates
Core
Lead a team of Customer Advocates to manage complaints, resolve escalated customer matters, and drive service improvement initiatives for the local community.
Role type
Senior Team Leader, Customer Advocacy & Complaints Management
Builds
Customer service outcomes and continuous improvement initiatives for the Georges River Council
Domain
Local Government / Public Sector
Required skills
Team leadership and coaching, Complaints management, Stakeholder engagement, Complex issue resolution, Analytical problem-solving, Microsoft Office proficiency
Preferred skills
Experience in local government, Driver's license (NSW Class C)
Responsibilities
Lead, coach and develop a team of Customer Advocates; Oversee investigation and resolution of complex, sensitive and escalated customer complaints; Identify customer trends to drive continuous improvement; Partner with internal stakeholders to resolve issues; Deliver customer service training and operational support.
Seniority
Senior, hands-on IC with team leadership