Job details
| Location: | West Melbourne |
| Salary: | $53 - $54 per hour |
| Job Type: | Contract |
| Discipline: | |
| Reference: | V-138818 |
| Posted: | about 17 hours ago |
Job description
2-month Customer Service Lead opportunity to work for a large Council in the South-West suburbs | $53.92 per hour- Previous Customer Service Lead experience essential ideally within Local Government or Council
- Represent a Local Government authority providing excellent service to members of the community
- 2-month temporary opportunity | $53.92 per hour
This council in the Sout-East is seeking an experienced and dynamic Customer Service Lead to play a pivotal leadership role in delivering high-quality, customer-focused services to the community. This is an exciting opportunity to lead service excellence, drive innovation, and strengthen the connection between services and the communities we support.
About the Role
As the Customer Service Lead, you will coordinate the day-to-day operations of the Customer Service team across the Civic Centre, multiple service sites, the Customer Relationship Management (CRM) system, and a range of community platforms. You will champion continuous improvement, lead staff development initiatives, and collaborate strategically across the organisation to enhance customer experience outcomes.
Key Responsibilities:
- Lead and support the Customer Service team to deliver a consistent, high-quality customer experience across all service channels.
- Oversee professional, efficient, and innovative customer service operations across multiple locations and platforms.
- Partner with managers and customer experience/business transformation teams to develop and deliver strategies that enhance customer experience outcomes.
- Design and implement training programs to support continuous improvement and service excellence.
- Foster a customer-centred culture through staff development, effective communication, and knowledge sharing.
- Assist in developing and monitoring the customer service budget in line with organisational standards.
- Build strong, productive relationships with internal and external stakeholders and act as a trusted advisor across departments.
- Promote a strong culture of workplace health and safety and effective risk management.
- Prepare timely reports on key performance indicators and customer service outcomes to support sustainable and best-practice service delivery.
You are a confident and experienced customer service leader with a strong background in contact centre operations and people leadership. You thrive in complex environments and are motivated by improving customer experiences and community outcomes.
Essential Qualifications and Experience
- Extensive experience in customer service and contact centre operations.
- Proven senior leadership experience, including leading, motivating, and developing large, multidisciplinary teams.
- Advanced understanding of services delivered within a complex, politically sensitive environment.
- Strong leadership, supervision, and staff development capability.
- Comprehensive knowledge of contact centre management and workforce planning.
- Current knowledge of customer service trends and best practices.
- Demonstrated commitment to continuous improvement and innovation.
- Strong understanding of CRM systems and computer-based enquiry management tools.
- Sound administration, planning, and budgeting skills.
- Ability to communicate organisational objectives clearly and effectively to teams.
- Grow your Local Government knowledge and understanding.
- Work with a Community based organisation and help drive and deliver change.
- Immediate start opportunities.
If you are interested in this role, please APPLY today
If this position is not correct for you but you have experience working in Local Government please still do get in touch, we have numerous positions within council.
At Charterhouse, we embrace, and value, diversity of culture, working arrangements, sexual orientation, and gender identity. On behalf of our client, we promote a workplace that actively seeks to include and welcome unique contributions of all people; to embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contributions to the workplace.