Customer Service Delivery Team Leader

City of Moreton Bay

City of Moreton Bay is Australia's third largest local government spanning rural townships and urban centres, coastal villages and thriving business precincts. Council employs a workforce dedicated to servicing the needs and enhancing the lifestyle of residents, providing more than 100 services to the community across road and transport infrastructure, parks, sport, rubbish collection and community and cultural facilities. Together, we make a significant contribution to local lifestyle, community and economy.

Only considering candidates eligible to work in Brisbane, Australia ⚠️

The details:

  • Permanent Full Time
  • $86,815 pa + super 12% + leave loading
  • Qld Local Government Industry Award (Stream A) - Level 4 of EBA5
  • 9 day fortnight
  • 72.5 hour fortnight
  • Location: Primarily Caboolture, with occasional travel to Redcliffe and Strathpine Service Centres

About our opportunity

We have an exciting opportunity for a team leader to join our Customer Service Branch!

As key member of our leadership group, you will lead and inspire a team of customer service officers in the delivery of quality customer experiences across our Call Centre, Customer Service Centres and eProcessing channels.

You will enjoy a varied role, with the opportunity to positively impact the local community through a combination of building individual and team capability for Customer Service Officers, as well as leading and contributing to continuous improvement projects and initiatives that enhance employee and customer experiences.

This role will involve some occasional travel; you will be primarily based at the Caboolture office but expected to travel to or work from Council’s Customer Service Centres at Strathpine and Redcliffe, to engage with and support team members at those sites as required.

You will also support our after-hours service provision by participating in a rotational on-call roster.

About you

We’re looking for an engaging and inspiring leader with a strong understanding of Contact Centre operations, and experience leading teams in dynamic customer service environments.

As an authentic leader with excellent communication and interpersonal skills, you will have a demonstrated ability to foster a high performing team, and a culture of collaboration, engagement, and accountability.

Passionate about quality employee and customer experiences, you will have an innate drive to identify, and contribute to the development and implementation of continuous improvements that align with team and organisational goals.

Position Description

Download FileClick here to view position description.

Why join the City of Moreton Bay Team?

As the third largest local government area in Australia and the fifth fastest growing region, the Moreton Bay region boasts beautiful beaches and waterways, amazing manufacturing hubs and picturesque hinterland hamlets. Moreton Bay has a strong and connected community that enjoys all the traditional Jinibara, Kabi Kabi and Turrbal country has to offer within our region.

With a diverse workforce of more than 2,000 team members dedicated to servicing the needs and enhancing the lifestyle of nearing 500,000 residents, each team member has an intrinsic ability to impact our community. Whether you’re a manager or working on the frontline, your role will make a difference - bring your expertise and join our driven team today.

Aside from an opportunity to build a rewarding career within a diverse and growing organisation, we offer a range of team member benefits including:

  • Discounted Health Insurance.
  • Free flu vaccinations every year.
  • Fitness Passport program offering discounted membership for you and your family to selected facilities.
  • We are proud to offer opportunities to develop your career within a local government organisation and our team members are encouraged to undertake study for career development in their area of employment under our Study, Training And Research Scheme (STARS).
  • Generous employer and employee super contribution scheme.
  • Salary packaging options on novated leases, superannuation payments, smartphones and devices.
  • We want you and your family to feel well supported when you need it most - as a team member you will have access our 24/7 confidential counselling service, leader support hotline, chaplaincy program and our Mates in Construction program.

How to Apply

Click on the 'Apply' button below to complete your online application. Please upload your current resume that demonstrates how you meet the requirements of this role.

Please note: applicants will be required to undergo a National Police History Check as part of the recruitment process for this role.

To obtain further details please contact our Careers team at [email protected].

For more information about City of Moreton Bay and to stay across what's happening in our region, follow us on LinkedIn.

*Applications will close midnight, Wednesday 10 July 2024.

City of Moreton Baymoretonbay.qld.gov.au

Delivering sustainable services to enhance the lifestyle of Moreton Bay residents.

Working Week

We work a 9 day fortnight. That's 9 slightly longer days over 2 weeks (80 hours total), with every second Friday off.

  • Mon
  • Tue
  • Wed
  • Thu
  • Fri
  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️
    Fri

Our Vacation Policy

We offer 31 days of PTO, including leave loading and public holidays.

Remote Working Policy

We offer hybrid work environment with some work-from-home days.

Company Benefits

  • Health insurance
  • 401(k) company contribution
  • Generous parental leave
  • Dentalcare
  • Equipment allowance
  • Professional Development Budget
  • Mental Health Support

Our Team

We're a team of 1.2k across 16 departments:

  • engineering
    86
  • support
    55
  • education
    51
  • business development
    31
  • operations
    20
  • arts and design
    19
  • media and commmunication
    18
  • legal
    14
  • finance
    11
  • +7 more teams

Desirable Skills and Experience

  • Contact Centre operations
  • Leadership
  • Communication skills
  • Interpersonal skills
  • Continuous improvement

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