First listed on: 17 September 2021

Customer Service Team Lead


  • Salary - $89k - $97k + Super
  • Monthly RDO
  • Full time permanent role


Moreland is a progressive council with 180,000 residents: one community, proudly diverse. Our city is vibrant and energetic, known for its active community, array of fabulous festivals, cool pools, eclectic shops and our community of artists and creative industries. As a Council, we’ve been supporting our community through difficult times, and our long term vision has ambitious goals for environmental sustainability, community wellbeing, and creating great places.

Moreland Council strives to be a contemporary, innovative and collaborative organisation with a deep commitment to engagement with, the Moreland community. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food and cafés right at the doorstep. Moreland City Council is a great place to live, work and play. 


Following the creation of an additional Team Leader role in the Customer Service team, Moreland is seeking a leader to further drive improvement in the CX for our residents.  With a proven ability to coach and mentor your team to meet quality targets, this is a role that will suit a leader with strong interpersonal skills and experience in a contact centre environment. 

With the ability to help grow a positive work culture through effective staff engagement, you will be key in setting standards and driving improvements.

Our CX Transformation Project, Community @ the Heart says a lot about us; we are investing in our people, improving our processes and upgrading our technology with the goal of becoming the council that is best known for its seamless customer experience.  Join us and be part of the change!


Relevant tertiary qualification or extensive experience in performance management, leadership & supervision to staff in a contact centre/customer service role;

  • Demonstrated experience coaching team members to improve performance;
  • Experience in constructively dealing with complaints and driving improvements within a continuous improvement methodology;
  • Excellent interpersonal skills, as well as strong oral and written communication capabilities;
  • Experience in leading change;
  • Demonstrated ability to motivate, manage and create a positive culture in a large team;
  • Strong background in and passion for customer service.


The opportunity to work alongside a professional and supportive executive team

  • Monthly RDO
  • An opportunity to develop your customer service leadership skills
  • A supportive team environment

For further information please contact Glen Kennedy on 9240 2329 or 0403 750 049.

Applications close: 5pm, 7 October 2021. (*in the case that we receive a high volume of applications we may close this advert before the closing date).

Before submitting an application please view the Position Description. Please note that when applying for this role, you will be required to attach your valid WWCC. Please have this ready when completing your application

Moreland City Council is proudly diverse and an equal opportunity employer. We encourage applications from the Aboriginal and Torres Strait Islander community, people with disability, and people from every culture, gender and sexuality identity, age and ethnic background. Moreland City Council is committed to being a Child Safe organisation and has zero tolerance for child abuse.

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