Group and Team: City Welcome Group, Customer Services Team
Location: Council Centre
Employment status: Permanent Full-time 1.0 FTE
Classification: Municipal Officer Level 2
Agreement: Hobart City Council Enterprise Agreement 2024
Salary range: $82,670 - $88,305 per annum + 13.5% superannuation.

About the role

This role is responsible for delivering high-quality customer service by coordinating staff rosters, managing budget requirements, and supervising front-line customer service staff to ensure smooth and efficient daily operations.

Role accountabilities include:

• Lead and support a team of customer service staff to deliver consistent, high-quality service.
• Coordinate daily operations including rostering, scheduling, and resource allocation.
• Monitor and manage budget requirements and operational costs.
• Handle escalated customer enquiries and complaints with professionalism and empathy.
• Provide coaching, feedback, and performance management to team members.
• Collaborate with internal departments to improve service delivery and resolve operational challenges.
• Maintain accurate records and reporting for service metrics and team performance.

Learn more about the role in the position description: PD Customer Service Supervisor

About you

Join Our Team as a Customer Service Supervisor!

We are seeking a proactive and experienced Customer Service Supervisor to lead our front-line customer service team. This role is responsible for ensuring the delivery of efficient and effective customer service across daily operations. You will coordinate staff rosters, manage budget requirements, and supervise a team of customer service officers to maintain high standards of service delivery.

If you thrive in a fast-paced environment and have a knack for problem-solving and people leadership, we would love to hear from you with the following Essential Qualifications and Experience.

• Certificate IV or higher in Front Line Management, Business Administration, or a related field.
• Demonstrated extensive experience in a supervisory customer service role, preferably in a government or community-facing environment.
• Strong communication and interpersonal skills, with the ability to lead and motivate teams.
• Proven ability to manage rosters, budgets, and operational workflows.
• Proficiency in Microsoft Office and customer service systems.
• Current Driver’s Licence and Registration to Work with Vulnerable People.

About us

The City of Hobart offers something for everyone, with connections between nature, history, culture, businesses and each other. We are proud to provide a range of services and facilities that support the wellbeing, safety and participation of the community as well as continuously look to improve and embrace new approaches to achieve better outcomes for all. With an industrious and diversified economy, wherever your skills, talents and passions lie, we can offer you the opportunity to have a rewarding career with ongoing learning and development opportunities.

We recognise contributions to our workforce and offer:

• Above Award wages and Employer Superannuation at 13.5% with salary sacrifice options.
• A wide range of paid leave entitlements.
• Health and Wellness programs, including onsite gyms.
• Discounted membership at Doone Kennedy Hobart Aquatic Centre.
• Ability to purchase additional leave after 12 months of service.
• An Employee Assistance Program that offers onsite visits.
• Corporate Health Plan discounts with BUPA, St. Lukes and Medibank.

Learn more about what the City of Hobart can offer you.

The City of Hobart is committed to building an inclusive community and workplace. As an equal opportunity employer, we encourage applications from people of all backgrounds, abilities, ages and identities.

City of Hobart has a strong commitment to health and safety. Appointment will be subject to satisfactory pre-employment background checks. These will include reference checks, verification of qualifications, National Criminal History record check, and Medical Assessment including drug and alcohol testing.

Learn more about our vision, mission and values.

How to apply

If you're passionate about leading high-performing customer service teams and creating positive workplace environments and ready to take on a role that challenges and rewards, we’d love to hear from you. Apply today!

If you require any further information specific to this role please contact Kat Oates, Customer Experience Team Leader, on 03 6238 2711 or email [email protected]

All applications must be made in the online portal, and you can save your application as you progress through the stages until you submit your final application. If you have any issues with submitting your application, please email details of the issue to [email protected]. Please note that we do not accept applications via email or after the position has closed so if you have issues submitting your application, please contact us prior to the closing time.

Applications close 11:59 pm Sunday 24 August 2025.

Before you begin

You will need to read the position description prior to commencing your application as you will be required to address the key duties, skills and knowledge for this role in 600 words or less.

Please ensure you have copies of your current resume and relevant qualification/s ready to attach at the end of your application.

To protect privacy and prevent fraud, do not upload or email personal documents such as Driver’s licences, passports, or personal tax and superannuation details. Instead:

• Applicants are required to declare they hold the required documentation/licence, and
• Originals will be sighted by People and Culture on the first day of work as a condition of employment.

Selection process

Candidates are initially selected for interview based on the details provided in their application.

The City of Hobart assesses all applications based on merit.

Positions are filled, based on how well the successful candidate meets the requirements of the position.

Learn more about the selection process on our website.