Are you passionate about delivering exceptional customer service and leading a team to success? If so, the City of Canning have the perfect opportunity for you!

About the role

We’re looking for an experienced Team Leader Customer Service to oversee our Contact Centre ensuring outstanding service for our community.

This is a fast-paced and challenging role which is at the heart of customer interactions, ensuring every resident receives top-tier service. You’ll champion the City’s Customer Experience Plan and coach and mentor a fantastic, close-knit team. Importantly, this role drives service excellence, so key to your success is the ability to act on feedback, make improvements and enhance the customer experience.

Reporting to the Customer Experience & Engagement Coordinator, this is a permanent full-time position in a thriving local council – if you’re ready for challenge, we’d love to hear from you!

What you’ll be doing:

Lead and mentor a Contact Centre team, ensuring they are supported and trained to deliver exceptional customer experience

Support the delivery of the City’s Customer Experience Plan! Champion our values, ensuring all customer service touchpoints are positive and professional

Act as a subject matter expert for the City’s CRM system and the go-to person for all questions on customer services processes, procedures and knowledge management

Drive a culture of continuous improvement - actively listen to customer feedback, monitor service levels/metrics and implement practical solutions to improve the customer experience

Resolve escalations and complaints with tact and discretion, ensuring a positive experience for all stakeholders

Who we’re looking for:

A seasoned leader – you’re a natural team leader who thrives in motivating and mentoring your team to consistently deliver exceptional service and results

Proven experience as a Team Leader in a fast-paced contact centre or customer service environment

Customer centric – your passion is contagious and your commitment to the customer experience is inspiring

People & communication skills - You know how to connect with staff, customers and stakeholders, keeping communication clear, inspiring and supportive

Technical expertise – you’re great with Microsoft Office, CRM systems, Contact Centre software and navigating all things digital. You have experience pulling data and generating statistics/reports.

Continuously improving – you thrive on feedback and are always looking for ways to improve the way we do things and the overall experience for customers and staff alike

Solutions orientated – you’re calm under pressure and have the proven ability to manage and
de-escalate complaints and concerns in a timely and professional manner.

Why you will love working at the City!

A full-time permanent position in a welcoming and thriving local council!

Work-life balance with a standard monthly rostered day off or ability to access a 9-Day fortnight

$88,993.11 - $96,417.61 per annum + super

17.5% paid Annual Leave Loading for when you take annual leave

We match super contributions to help you save for your future

Discounted health insurance, free flu vaccinations, skins checks and other well-being events

Genuine commitment to Learning & Development opportunities

Free confidential Employee Assistance Program for personal and professional support

Membership to Cannington and Riverton Leisureplexes (gym, aquatics, sauna, group fitness)

Impact the Community in a Big Way

The City of Canning aims to be a welcoming and thriving city, giving our people an opportunity to thrive through work that truly makes a difference! With a population of around 100,000 over 64 square km of land, we provide services to support and develop our community every day. We believe that engaging people with diverse backgrounds and all abilities will assist in delivering superior services to our community and are committed to the principles of equal opportunity for all.

Ready to lead, inspire and elevate customer service? Apply now!

To view the position description and complete an application including your Resume and Cover Letter, please visit www.canning.wa.gov.au/jobs, select the position and click “APPLY”. You may also contact Renee Manno on 0409 508 100 for a confidential discussion.

Applications are open until 5pm, Friday 11 April 2025. We reserve the right to contact applicants and close the advertising period early.

Recruitment Agencies – Please Note: We respectfully request that recruitment agencies do not contact us regarding this opportunity. We are managing this recruitment process directly and will not be accepting agency referrals.