Team Leader - Customer Service Operations
- Lead a dynamic team to enhance customer experience.
- Implement data-driven strategies for service delivery improvement.
- Collaborate with stakeholders to align with organisational goals.
- Lead a dynamic team dedicated to enhancing customer experience.
- Implement data-driven strategies to continuously improve service delivery.
- Collaborate with internal stakeholders to ensure alignment with organisational goals.
- Foster a positive and empowering work environment for team members.
About Us
Sutherland Shire Council is committed to providing exceptional services to our community. We believe that our customers are at the core of our operations, and we work tirelessly to enhance their experiences across all touchpoints.
Our Customer Service Operations Team plays a crucial role in managing interactions with our community through various platforms, including our customer service centre, call centre, and online services. We aim to build trust and satisfaction within our community by delivering reliable and effective support.
About The Role
The Team Leader - Customer Service Operations will oversee the management of Council's customer service functions, ensuring effective frameworks and resources are in place to deliver outstanding customer experiences.
This role is pivotal in developing and implementing operational strategies, leading a collaborative team, and advising on best practises in customer service. You will work closely with internal stakeholders and the Customer Experience Leadership Team to support the implementation of the Customer Experience Strategy and drive continuous improvement initiatives.
Who We're Looking For
We are looking for a dedicated and experienced leader who is passionate about customer service and possesses the ability to inspire and guide a team.
- Tertiary qualification in Business, Information Technology, Psychology, Management, or equivalent.
- Extensive experience in leading teams within a multi-channel customer service environment.
- Proven track record in developing and implementing customer service delivery frameworks.
- Strong analytical and problem-solving skills with an ability to make data-driven decisions.
- Excellent interpersonal and communication skills to engage with diverse stakeholders.
- Strong time management abilities to handle competing priorities effectively.
The ideal candidate will be committed to fostering a collaborative culture and driving positive change within the organisation.
Join our Team and Grow with Us!
If you are ready to take on a challenging and rewarding role that makes a real difference in the community, apply now to join our team at Sutherland Shire Council!
- Apply by responding to our online application questions and submitting your resume outlining why we are a great fit!
- Get your application in by 11.59pm: Thursday 15 October 2026
- Interview date: Interviews will be facilitated within 2 weeks of the closing date
- Package: $121,932 - $134,823 gross p.a. plus 12% superannuation.
- Hours of work: Temporary Full-Time. Working 35 hours per week. You will have the option of a 19 day month with Council's ADO system (Accrued Day Off). Position is expected to be available for up to 12 months.
- To benefit your wellbeing you will have access to fitness passport, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.
Suitable candidates are subject to pre-employment screening which includes Reference Checks, Work Rights Verification, Identity and Functional/Medical History Checks, and will also include a Criminal History, Qualification and Working with Children Check. Employment is subject to clearance of all these checks.
Reach out to Alison Wady, Talent Acquisition Business Partner awady@ssc.nsw.gov.au for any job specific enquiries.
Alison Wady, Talent Acquisition Business Partner awady@ssc.nsw.gov.au can assist with any recruitment related enquiries.
Click on the link to check out the Position Description
Council is a Child Safe Organisation and is committed to ensuring the NSW Government’s Child Safe Standards are incorporated in our procedures, practices, programs, and events.
Sutherland Shire Council values the skills and attributes Veterans can bring to our Council. We understand that transitioning to roles outside of Defence can feel challenging. If you're unsure where to begin or would appreciate guidance throughout the application process, please don't hesitate to contact us.
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About Sutherland Shire Council
Sutherland Shire is a unique area in greater Sydney. Boasting iconic beaches, stunning coastline, vibrant town centers, and incredible national parks. All just 26 km from the CBD. As one of the largest Councils in NSW, we're home to a growing and connected community of more than 230,000 people.
Watch the video to hear from our people about the wide range of projects we're delivering for our community.
It's a great time to join our team and do work that matters.
Privacy Acknowledgment
Sutherland Shire Council collects personal information from applicants as part of its recruitment and selection processes. This information may include your name, contact details, employment history, qualifications, skills, referee details, screening information, interview notes and any other information you provide in support of your application.
Council collects this information for the purpose of assessing your suitability for employment, administering the recruitment process, communicating with you about your application, conducting pre-employment checks, verifying information provided by you, meeting legal and governance obligations, and maintaining recruitment and employment records.
Your personal information may be used by Council employees, panel members, hiring managers, Human Resources staff and other authorised persons involved in the recruitment process. Council may also disclose relevant personal information to third parties where reasonably necessary for recruitment-related purposes, including referees, pre-employment screening providers, medical assessment providers, background checking providers, recruitment system providers, or where required or authorised by law.
If you do not provide the information requested, Council may be unable to properly assess or progress your application.
Council will manage personal information in accordance with the Privacy and Personal Information Protection Act 1998 (NSW), applicable privacy requirements, Council’s Privacy Management Plan and relevant records management obligations.
By submitting an application for employment with Council, you acknowledge and agree that Council may collect, use, store and disclose your personal information for the purposes outlined in this notice and for related recruitment, employment, governance and legal purposes.
You also declare that the information provided in your application is true, accurate and complete to the best of your knowledge, and acknowledge that providing false or misleading information may result in your application being withdrawn from consideration or, if employed, may result in action being taken by Council.
- Yes I agree to the privacy statement*
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