Customer Service Team Leader – Contact Centre

About the role

The City of Sydney Contact Centre is the first point of contact for community members, creatives, groups and businesses. As a Team Leader you will guide a multi‑channel team delivering calls, emails, digital and face‑to‑face interactions, ensuring a high‑quality service experience for the community.

Key responsibilities

• Lead, coach and mentor a team of contact‑centre agents to meet performance targets.
• Plan, organise and prioritise workloads for yourself and the team.
• Maintain compliance with local government policies, occupational health and safety, and equal employment opportunity standards.
• Monitor service quality and implement improvements across all communication channels.
• Participate in a rotational roster, covering varied shift patterns as required.

Required profile

• Proven leadership experience in a quality‑driven service environment.
• Demonstrated ability to coach, mentor and develop team members.
• Strong interpersonal and communication skills.
• Excellent planning, organisational and prioritisation abilities.
• Commitment to delivering exceptional customer service.
• Familiarity with local government policies and procedures (advantageous).
• Flexibility to work varied shifts and adherence to OHS and EEO principles.

Required skills

What we offer

• Flexible working arrangement, including a 9‑day fortnight.
• Supportive, inclusive workplace focused on community impact.
• Opportunities for professional growth within a purpose‑led organisation.