The City of Joondalup takes pride in being a Local Government that has been internationally recognised for providing outstanding services to the local community. To continue to set the standard in WA Local Government for innovative services and programs, we are seeking highly motivated, enthusiastic employees who will be committed to making a positive contribution to the City and its community.

Team Leader - Customer Care x2

Permanent - Full Time

Salary: $85,864 - $91,188 per annum

Plus up to 14.5% superannuation (conditions apply)

Ref No: 25-094

The City is embarking on an exciting transformation to centralise and elevate its customer service delivery. As part of this journey, we are seeking two dynamic and committed Team Leaders.

In this pivotal role, you will oversee the daily operations of our customer care team, including the contact centre, front counter, and reception areas. You will lead by example by motivating and supporting a team of Customer Care Officers to deliver proactive, high-quality service across multiple channels, including phone, email, and face-to-face.

We are looking for enthusiastic individuals with strong leadership skills, a passion for customer service, and the ability to thrive in a fast-paced, evolving environment.

To be considered, please submit a covering letter (no more than 2 pages) addressing your experience in the following areas:

Certificate IV in a customer service, business administration or related discipline or equivalent experience in a customer service supervisory role.

Demonstrated experience in supervising a team within a contact centre environment.

Demonstrated experience in revenue receipting activities and financial reconciliations.

High level skills in coaching, providing feedback and training teams to achieve their best potential.

Well-developed organisational and time management skills with the ability to plan and prioritise own work and that of employees.

High level initiative and situational problem-solving skills with the ability to effectively handle challenging situations in a resilient, calm, and professional manner.

Relevant experience in contact centres along with knowledge of customer-centric principles, practices and technology used in contemporary contact centres.

Appointment is subject to provision of a satisfactory National Police Certificate that is no more than three months old.

If you are interested, we would like to hear from you. Further information can be obtained by calling Stacy Miller, Senior Team Leader Customer Care on 08 9400 4901.

To apply, please click on the "Apply" button above, and submit your resume and a covering letter online via the city recruitment portal, addressing your knowledge and experience relevant to the role. Applications close at 11.55pm on Thursday 11 September 2025.

The City of Joondalup is committed to diversity and inclusion within all organisational practices and is an equal opportunity employer. The City encourages Aboriginal and Torres Strait Islander peoples, people of culturally and linguistically diverse backgrounds, people with a disability, people of all ages, sexualities and genders to apply for this position.

All employees and prospective employees of the City of Joondalup are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.

JAMES PEARSON

Chief Executive Officer

Canvassing of Elected Members will disqualify applicants.