At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to enable a diverse, inclusive and connected community.

Darebin encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples and people of colour. We value people of all abilities and diversity of culture, faith, gender identity and sexual orientation. We welcome unique contributions and perspectives of all people to ensure our workforce is representative of the communities we work with and live in.

About Darebin City Council
Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

About the Role
The Team Leader Quality & Service role leads the customer service team and is responsible for achieving and maintaining high levels of retention and acquisition, while achieving and maintaining high standards of customer service. The role is also responsible for the wider staff teams overall compliance to policy, practices and procedures. This role is responsible for identifying potential risks and non-compliances that may compromise Council, its staff and/or users.

• Lead the Customer Service Team, with a full-time Customer Service Program Lead reporting to you
• Develop & implement a Strategic Marketing & Engagement Plan
• Manage RLC social media platforms
• Coordinate member retention and membership acquisition campaigns
• Lead RLC’s compliance to policy, practice and procedure

Skills & Experience
• Demonstrated experience in leading customer service teams
• Demonstrated experience in developing and implementing a marking and engagement plan
• Demonstrated experience relating to compliance of policy, practice and procedure
• Demonstrated experience in managing social media platforms
• Valid Working With Children Check

Culture
As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

Benefits
We offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Great and a variety of generous paid and unpaid leave options.

How to Apply
If this sounds like the right opportunity for you, please submit your application including a resume, and a response to the Key Selection Criteria.

We’re also happy to adjust our recruitment process to support your accessibility needs.

Contact Luke De Vincentis, Senior Coordinator on 0411 431 587 for a confidential discussion.

Applications close on Tuesday 29 July at 11.30pm.

Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.

To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.

Council requires all employees to be fully vaccinated against COVID-19 as outlined in the Staff Covid-19 Vaccination Policy.