Customer Service Lead
Customer Service Lead
Salary:
50 - 55
/ Hour
Contract Type:
Contract
Location:
Melbourne - VIC
Industry:
Business Support
Reference:
3997609
Contact Name:
Imogen
Contact Email:
imogen@publicsectorpeople.com.au
Date Published:
08-Jan-2026
A local council in Melbourne’s western suburbs are seeking a experienced Customer Service Lead for a 3-month contract. This is a fantastic opportunity for a customer service professional with leadership experience to make a tangible impact on service delivery and community engagement.
About the Role
The Customer Service Lead will play a key role in ensuring the delivery of high-quality, customer-focused services across multiple sites. This includes overseeing operations at service centres and through the Customer Relationship Management (CRM) system, supporting staff to connect residents to solutions, and driving continuous improvement initiatives. The role also contributes to staff training, service standardisation, and organisational improvement projects planned for 2026.
Key Responsibilities
This is an exciting opportunity to lead a customer-focused team, shape service improvements, and contribute to a culture of excellence and innovation within a local government environment.
Application Note:
Only shortlisted candidates will be contacted.
About the Role
The Customer Service Lead will play a key role in ensuring the delivery of high-quality, customer-focused services across multiple sites. This includes overseeing operations at service centres and through the Customer Relationship Management (CRM) system, supporting staff to connect residents to solutions, and driving continuous improvement initiatives. The role also contributes to staff training, service standardisation, and organisational improvement projects planned for 2026.
Key Responsibilities
- Lead, mentor, and develop a team of Customer Service Officers, Customer Experience Advisors, and casual staff.
- Oversee daily customer service operations across multiple sites and platforms.
- Support continuous improvement initiatives to enhance the customer experience.
- Design and implement training programs for staff development and service excellence.
- Assist in budget monitoring and operational planning.
- Build and maintain strong relationships with internal and external stakeholders.
- Ensure compliance with workplace health, safety, and risk management standards.
- Extensive experience in contact centre operations and customer service management.
- Local Council experience
- Proven senior leadership experience, including leading dispersed or multidisciplinary teams.
- Knowledge of local government functions is highly desired.
- Strong skills in workforce management, CRM systems, and service improvement initiatives.
- Experience with budgeting, planning, and reporting on performance outcomes.
This is an exciting opportunity to lead a customer-focused team, shape service improvements, and contribute to a culture of excellence and innovation within a local government environment.
Application Note:
Only shortlisted candidates will be contacted.
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