- Lead a high-performing customer service team delivering exceptional outcomes for the Darebin community
- Drive service excellence, workforce planning and continuous improvement across multiple customer contact channels
- Permanent full-time leadership opportunity with responsibility for process improvement and developing and inspiring frontline teams
- Lead a high-performing customer service team delivering exceptional outcomes for the Darebin community.
- Drive service excellence, workforce planning and continuous improvement across multiple customer contact channels.
- Permanent full-time leadership opportunity with responsibility for process improvement and developing and inspiring frontline teams.
Lead a customer-focused contact centre team, shape service delivery outcomes and help create exceptional experiences for our 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:
We are seeking an experienced and motivated Team Leader Customer Service to lead the day-to-day operations of our customer service function. Reporting to the Coordinator Customer Service, you will be responsible for ensuring high-quality service delivery across all customer contact channels while driving performance, productivity and customer experience outcomes. This role plays a critical part in fostering a culture of continuous improvement, supporting staff development and ensuring service level agreements are consistently achieved.
You will:
- Lead a team of Customer Service Officers, Shift Supervisors and casual staff to deliver consistent, high-quality customer service.
- Monitor performance, service standards, productivity and SLAs, using data and insights to drive improvements.
- Coach, mentor and develop team members through ongoing feedback, performance management and capability-building initiatives.
- Manage workforce planning, rostering and recruitment to ensure appropriate resourcing across periods of varying customer demand.
- Lead service improvements, manage complex customer escalations and support the implementation of new processes, systems and ways of working.
About you:
You are an experienced customer service leader who thrives in fast-paced, high-volume environments. You bring strong people leadership skills, a passion for customer experience and the ability to balance operational demands with a supportive and collaborative leadership style.
- Demonstrated experience leading a customer service contact centre team in a complex, high-volume environment.
- Strong people leadership, coaching and performance management capabilities.
- Proven ability to manage service delivery, productivity targets, KPIs and SLAs while maintaining quality customer outcomes.
- Experience in workforce planning, rostering and recruitment, with a focus on operational efficiency and team effectiveness.
- Strong communication, stakeholder engagement and continuous improvement skills, supported by proficiency in customer service systems and Microsoft Office applications.
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 19 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 Alex, Customer Service Coordinator on 03 8470 8360.
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.
