Canterbury-Bankstown Council

Team Leader Customer Experience

Here at CBCity 

The City of Canterbury Bankstown is one of the largest Councils in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 29 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 370,000 residents. 

The role

The Team Leader Customer Service oversees operations, handles customer inquiries, and manages a team of up to 15 staff members. The role involves leading the Customer Experience team, fostering a positive team culture, and ensuring alignment with corporate and business objectives.

Duties will include but not be limited to:

• Provide support to our Customer, Business and the team members.
• Manage call centre and front counter operations to deliver excellent service, ensure professionalism and courtesy, and meet service standards and key performance indicators.
• Triage customer requests to relevant business unit.
• Encourage continuous improvement on systems and processes for Customer Service teams, consistently looking for new and innovative ways to improve the service delivery to Canterbury Bankstown Council customers.
• Maintain open communication with the Manager Customer Experience, Team Leaders, and other teams to ensure the achievement of business unit objectives and performance targets.

*For a full list of duties, click here to review the position description.

You will have

• Five (5) years demonstrated experience in leading teams to provide high quality customer service in a fast-paced environment.
• Ability to prioritise tasks and making difficult decisions including managing performance. 
• Strong user skills in a range of Local Government software applications (Customer Requests Management, Records Management, Land Information Systems, Graphical Information Systems, etc.) 
• Knowledge of Local Government and other relevant legislation and regulations.
• A proven ability to coach and develop staff members.

The salary range for this opportunity starts at $90,858 (Grade G, Step1) + 11.5% super. Salary may be negotiable dependent on skills and experience. 

Click here to access salary information for all steps within the designated Grade.

What’s on offer

• Bankstown and Campsie Locations
• An attractive remuneration package.
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Permanent full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options.
• Contribute to making a positive impact on our community. 
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

For more information, please contact James Coorey (Manager Customer Experience & Recreation) at james.coorey@cbcity.nsw.gov.au or on 9707 9401.

You will need to submit your application via the ‘Apply Now’ button and create a login using your email address and upload a:

• Resume; and
• Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role.

Applications close Tuesday, 11 February 2025

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds. 

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at recruitment@cbcity.nsw.gov.au

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.   

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.