Customer Service Operations Team Leader

Are you a dynamic Team Leader passionate about delivering exceptional Customer Service? Do you thrive in managing and inspiring a team to achieve excellence in every interaction? Our council is seeking a Customer Service Operations Team Leader to oversee our dedicated Customer Service Officers. This role is pivotal in managing our day-to-day Customer Service Operations across various channels, ensuring a professional, accurate, and customer-focused service.

• Salary $91,204 per annum + 11% Superannuation
• Fulltime but Part Time may be considered
• Great leadership opportunity to grow your career
• Supportive leaders and opportunity for professional development

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of the evolving changes and needs of the community, the organisation is undertaking an exciting transformation journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our transformation focus on:

• Excellent Customer Experience and Service Delivery
• Great Organisational Culture
• Innovation and Continuous Improvement
• Good Governance and Integrity
• Long Term Financial Sustainability
   

The role:
We're on the lookout for a Customer Service Operations Team Leader to oversee our Customer Service Officers, ensuring our community receives top-notch service across multiple channels. This vital role involves supervising day-to-day operations, spearheading service improvement initiatives, and coaching a team dedicated to excellence. You'll collaborate closely with various teams to enhance our service delivery, manage essential systems, and uphold our budgetary commitments. Critical to this role is the embodiment of our council's shared values, promoting a culture where diversity is celebrated, and every individual is valued.
 

About you:
You are a dynamic leader with a background in Customer Service or business management, boasting extensive experience in high-volume omni channel environments. Your leadership is inclusive and motivational, marked by a proven ability to develop staff and drive performance. You stand out for your:

• Exceptional communication skills.
• Commitment to continuous improvement and innovation.
• Adaptability to meet the changing needs of the service and community.
• Desire to work within a framework of shared values and behaviours.

Experience in local government, and familiarity with specific industry systems like Pathway, while not essential, will be considered an asset.

In return, we will offer:

The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse.  Every day you really will see how the work you're involved in benefits the diverse community.

Great working conditions – a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

An extensive Health and Wellbeing offering – Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

Career opportunities – engaging work and the opportunity to apply your skills and experience.

Transformation  - We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement.

Further Information:

Further information is available from Mel Thompson on 03 8873 9***. Applications close Monday, 15 April 2024. 

How to Apply: 

Visit our website to submit your application including a one-page (or less) statement outlining your leadership style and how you motivate and inspire your team, including a significant challenge you faced as a Team Leader and how you overcame it. 

Your leadership can guide us towards a future where every interaction with our community counts. Apply today to make a real difference!

Download the Position Description:

Customer ServiceTeam Leader

City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all.

Whitehorse City Council is committed to being a child safe organisation.  We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.

The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people. Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure facilities.

Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne’s largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals!

At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include:

• A welcoming and supportive working environment 
• Great opportunities for training and to build a long-term career within Whitehorse or the local government sector.
• Extensive employee health and wellbeing programs including flexible working arrangements
• Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases.
• Competitive terms and conditions of employment 
• Ample onsite parking at most facilities with ready access to public transport 
• Active Social Club with a calendar of events through the year