- Play a critical leadership role supporting a high-volume customer service team
- Combine frontline customer service, operational coordination and real-time team support in a dynamic environment
- Permanent full-time
- Play a critical leadership role supporting a high-volume customer service team and delivering outstanding community outcomes.
- Combine frontline customer service, operational coordination and real-time team support in a dynamic contact centre environment.
- Permanent full-time opportunity with the chance to mentor staff, resolve complex issues and influence service excellence.
Lead from the front in a fast-paced customer service environment, supporting teams and delivering exceptional experiences for the community.
We're building Darebin's future - and we're looking for great people to join us.
As part of our organisational redesign, we're introducing new roles that support Darebin's future focus and priorities.
About the role:
As a Shift Supervisor, you will support the day-to-day operation of the customer service function by providing on-the-floor leadership, real-time guidance and operational coordination across multiple customer contact channels. You will be the first point of escalation for complex customer enquiries, ensuring high-quality service delivery while maintaining productivity, service standards and customer experience outcomes. Working closely with Customer Service Officers and the Team Leader Customer Service, you will help create a positive, supportive and customer-focused environment.
You will:
- Supervise shift operations, monitor workloads and service levels, and provide real-time support to Customer Service Officers and Team Leaders.
- Manage complex customer enquiries and escalations end-to-end using effective communication, problem solving and deescalation techniques.
- Lead by example and deliver exceptional customer service across phone, face-to-face and digital channels while ensuring compliance with Council standards and procedures.
- Support team members to achieve customer service, quality and productivity targets.
- Prepare shift handover reports and contribute to the efficient operation of the contact centre through effective workload and resource management.
About you:
You are a confident and customer-focused professional with experience supervising or supporting teams in a contact centre or high-volume customer service environment. You remain calm under pressure, confidently handle customer escalations and complex situations, enjoy helping others succeed and thrive in a role that balances operational coordination with hands on customer service delivery.
- Demonstrated experience in a contact centre customer service supervisory or senior operational role within a complex, high-volume environment.
- Strong communication, customer service and conflict resolution skills, with experience managing challenging customer interactions.
- Proven ability to support and guide team members while maintaining service quality and productivity outcomes.
- Demonstrated ability to manage customer escalations professionally and calmly, using sound judgment, empathy and effective problem-solving skills to achieve positive customer outcomes.
- Proficiency in customer service systems, contact centre technology and Microsoft Office applications.
- Ability to manage competing priorities, make sound operational decisions and perform effectively in a fast-paced environment.
Why Darebin?
Darebin City Council is committed to equity, diversity and inclusion. We proudly serve one of the most diverse communities in Victoria, and we know that a diverse workforce strengthens our ability to deliver meaningful outcomes.
We offer:
- A supportive team environment
- Opportunities for professional development and career growth
- A workplace that values collaboration, integrity, respect and creativity
- The chance to make a real difference
How to Apply
To apply, please submit your application including a Cover Letter and Resume. If you wish to address the Key Selection Criteria in the Position Description, you may do so in your cover letter.
Applications close on Tuesday 21 July 2026 at 11:30pm.
Applications will be reviewed during the advertising period so if you’re interested in this opportunity, we encourage you to get your application in as early as possible.
For a confidential discussion about the role and the opportunity, contact either Vicki or Karla on 03 8470 8844.
Should you need reasonable adjustments to our recruitment process to support your accessibility needs, please get in contact with us and advise how we can best support you.
Pre-employment Checks
Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.
To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.
