Team Leader Customer Contact

Why work with us?

At Council, we’re proud of our region. We collaborate with community to achieve truly sustainable outcomes, enhance our enviable lifestyle, and create award-winning places and spaces that are uniquely Sunshine Coast. So, if you love it here as much as we do, and you want to shape our region for the future – you’ll want to join our team!

With the vision to be Australia’s most sustainable region -Connected. Liveable. Thriving, our region is a model of sustainability, where caring for our environment, creating vibrant communities and growing our local economy is a way of life.

About the Role

Customer Contact plays a vital role in connecting the community with Sunshine Coast Council services. Supporting safe, healthy and connected communities, the branch delivers customer-focused assistance across phone, face-to-face and digital channels, while continuously improving service experiences and operational performance. This is an exciting opportunity to be part of a team that sits at the heart of Council's relationship with the community.

As a Team Leader within Customer Contact, you will lead and support a team delivering responsive, professional and accessible customer service across a range of customer contact channels. You will support your team to deliver positive customer experiences, coordinate daily operations, coach and develop employees, and contribute to service innovation and continuous improvement. This role offers the opportunity to make a tangible impact on both customer outcomes and team success while helping Council achieve its broader organisational goals.

Key responsibilities:

• Lead and supervise a customer-focused team delivering services across our channels (telephone, face-to-face and digital).
• Coordinate daily operations, workforce allocation and workloads to meet service demand and performance targets.
• Coach, mentor and develop team members to foster a positive, high-performing culture.
• Drive continuous improvement through service analysis, customer feedback and operational insights.

About you

You are an experienced people leader with a background in customer service, contact centre, service delivery or administrative environments, and a passion for helping teams perform at their best.

You bring strong coaching and leadership skills, with the ability to motivate, develop and empower employees while fostering an inclusive and customer-focused culture.

You thrive in fast-paced environments, confidently balancing competing priorities, managing operational workloads and maintaining high service standards.

You are a skilled communicator, relationship builder and problem solver who can navigate complex customer matters with professionalism and empathy. You excel at fostering productive partnerships, contributing positively to a high-performing team culture, and leveraging data-driven insights to support informed decision-making, service excellence and continuous improvement.

Our Culture & Employee Benefits

Council is committed to creating an inclusive, culturally diverse, healthy, skilled and dedicated workplace culture. As an employee you will enjoy a range of benefits and working styles to suit you:

• Wellbeing: Your wellbeing is important to us therefore we offer a number of different initiatives such as discounted health related memberships, fitness passport, employee assistance program and development opportunities. 
• Flexibility: We know it is important to balance life and work, therefore we offer flexible working including a 9-day fortnight and a hybrid WFH model that help you be your best.
• Extras: Those extras make a difference therefore we offer salary packaging options on novated leases, superannuation, smartphones and devices.

How to apply

Your written application should include:

• A 1-2 page cover letter demonstrating your ability to fulfil the mandatory and desirable requirements on the Position Profile. Keep the key responsibilities in mind when addressing this criteria; and
• A current resume or curriculum vitae.

Once you have these two documents ready, click ‘Apply Now’ and follow the prompts to complete your application.

Further Information

Helpful information to assist you in completing your application is available on the Sunshine Coast Council website.

To learn more about Council’s vision and projects, you can view the Corporate Plan 2025-2030.

For specific enquiries contact Lib Dalton during business hours on 0419 300 420.

We're working hard to create an inclusive workplace that reflects the diverse community we serve. If you require adjustments at any stage of the recruitment process, please reach out to the Recruitment Team [email protected].

At Sunshine Coast Council, we embrace differences in gender, age, ethnicity, race, cultural background including First Nations, disability, religion and sexual orientation. To deliver the best service to our region we want a workforce that reflects the diverse community that we serve. Sunshine Coast Council strongly encourages all suitable applicants to apply for this role.