Customer Service Lead - #1088466

Customer Service Lead

1 Permanent, Full Time - 35 hours per week.

Salary: $86,366.68 - $94,622.85

Closing Date: 2nd May 2024

Liverpool is a diverse and innovative Council located at the Gateway to the upcoming Western Sydney Airport.  Liverpool is fast becoming Sydney’s third CBD and is going through rapid change and growth, with nearly 100 new residents arriving every week.  If great community outcomes are to be realised, Liverpool requires the best minds to realise the opportunity.

About This Role:

We are seeking an experienced leader to provide support and guide the customer service team to deliver exceptional service to the community of Liverpool.  The position will monitor continuous business improvement whilst having a direct interface with the community in promoting a positive and professional Council image through face-to-face engagement and customer experience.

In this position, you will resolve escalations and supervise employees and workflows within Customer Service in conjunction with the Manager.

About You:

The successful applicant will have:

• Minimum four years’ experience in leading a customer service team within a contact centre and counter environment.


• Demonstrated experience in managing escalations with attention to delivering an outcome for the customer.


• Ability to supervise employees in a customer service environment.


• Ability to recognise and respond to the needs of customer from different cultural backgrounds.


• Decision making, negotiation and problem-solving skills including handling escalated inquiries.


• Exercising discretion, sensitivity and confidentiality in a fast-paced environment.


• Delivering superior customer service to internal and external customers.


• Understanding the role of customer service in the Local Government environment

The work environment is fast paced so If you consider yourself ready to take the next step in developing your career, are able to manage multiple tasks at any one time and are flexible this could be the opportunity you are looking for.

Benefits of working with us:

• Learning and development opportunities, including ongoing support and mentoring from senior members that are invested in your personal and professional success.


• Competitive salary.


• Ability to accrue up to 2 days of flexitime leave per month, which equates to up to 24 days per year (Note: this is in addition to 4 weeks of annual leave per year).


• Flexible working arrangements, including working from home and office.


• Subsidised parking and a location that is also close to Liverpool station.


• Health and wellbeing benefits including Health and Wellbeing Leave and access to our Employee Assistance Program.

Salary will be dependent upon the relevant skills, experience and competencies of the successful applicant.

For further information about the position please contact Samata Billa, Talent Acquisition Partner on 87117765.

How to Apply: Please click the 'Apply' button above. Applicants must submit a covering letter, current resume and response to the selection criteria questions which will be shown once you commence your application.

Click the Apply button to download a copy of the position description from our portal.

Liverpool City Council is committed to providing a working environment that supports all employees to reach their full potential.

To be eligible to apply for permanent positions at Liverpool City Council, you need to be an Australian Citizen or Permanent Resident. For Temporary positions, you need a visa that gives you permission to work in Australia.