- Lead a high performing customer service team
- An exciting opportunity to improve customer experience and deliver community outcomes
- Join one of Melbourne’s most diverse communities
The City of Darebin is a vibrant municipality just north of Melbourne’s CBD . No matter where you’re from you’ll feel at home in this cosmopolitan community, where different lifestyles, aspirations and talents are welcomed. 155,000 residents speak 138 different languages, embrace 37 different faiths, and celebrate their city’s rich cultural diversity. The City of Darebin 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. The Vision is for a community that works together to advance community life.
Reporting to the Manager Customer and Corporate Performance, this role will lead the Customer Service Team to deliver a high-quality, responsive service to Darebin’s diverse community. Based within the Corporate and Customer division, the role will be responsible for the operational management of the customer service and contact centre teams, ensuring timely and professional responses to enquiries and service requests. This role will drive the development and implementation of customer-focused systems, processes and service standards to support continuous improvement and operational efficiency. You will work collaboratively across the organisation to promote customer-centric practices and act as a centre of excellence for service delivery. The role will also oversee the management of complex customer cases, including escalated complaints and customer resolution strategies. You will play a key role in embedding complaint-handling policies and procedures, supporting frontline teams with guidance and best-practice frameworks. Monitoring performance metrics, analysing data, and identifying emerging trends will be central to the role, as will developing strategies to improve service outcomes and reduce recurring issues. You will be a trusted advisor across the organisation, championing excellence in customer experience and leading initiatives that put the customer at the heart of everything Darebin do es .
To be considered for this role, you will have substantial experience managing both contact centre and face-to-face customer service operations in a complex environment. You have a proven ability to lead high-performing teams, delivering exceptional customer experiences and meeting key service metrics. Your strong leadership and coaching skills foster engaged, capable teams, and you’re confident in optimising systems and tools to enhance service delivery. You bring a continuous improvement mindset, with a track record of simplifying processes, improving efficiency, and embedding customer-first practices. With experience handling complaints and complex customer issues, you manage sensitive situations with professionalism. You also bring strong stakeholder management skills, with the ability to influence, build relationships and manage expectations effectively. You are a strategic problem solver, able to manage time and priorities to meet project and service deadlines. This role offers a unique opportunity to improve the customer experience and drive positive outcomes for Darebin’s diverse community.
To view the Success Profile for this opportunity, please copy and paste the following link into your browser: bit.ly/44HRpdn
To apply, please click ‘apply now’ and upload your CV and Cover Letter . For any questions not outlined in the PD and for a confidential discussion, please contact Steph Davidson on 0422 046 571.
Davidson acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
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