Mackay Regional Council is looking for an experienced and passionate Team Leader to provide leadership for our Customer Service Team. This is a permanent fulltime position based in our Mackay CBD Office. We are looking for an experienced leader in a customer service environment who is ready to take the next step. You will be passionate about customer service and leading a high performing team to deliver service excellence, providing efficient and effective multi-channel customer service to both internal and external customers. In alignment with the position description, the role is (but not limited to): "Responsible for ensuring workload channels are appropriately resourced and all items are actioned according to KPI’s/SLA’s "Supervise the team and provide a high level of support in all areas of the day-to-day operations in accordance with Council’s Values "Support the team by acting as a point of escalation when required "Complete regular one on one check-ins, team meetings, call coaching sessions and annual performance appraisals, delivering constructive feedback "Analyse team data / statistics and performance outcomes, including regular reporting "Work collaboratively with other Team Leaders and Coordinator to uphold a team culture and drive Council’s Values "Maintain effective communication and ensure team members are kept up to date with operational changes and updates "Drive continuous improvement initiatives "Co-facilitate our new employee training To succeed in this role you will demonstrate previous experience leading and coaching teams in a customer service environment and be dedicated to delivering exceptional service to all customers. In return for your valued contribution you will be rewarded with: "Base Annual Salary $82,690 applicable allowances "9 day fortnight roster, Flexible work arrangements "Up to 18% superannuation contribution (conditions apply) "Choice of 4 or 5 weeks annual leave with 17.5% leave loading "Ongoing Learning and Development Opportunities "Study Assistance programs for career development "May be eligible for salary sacrificing options "Membership to lifestyle benefits program including corporate discounts "Career development and learning opportunities "Employee Assistance Program "Employee health and wellbeing initiatives "Active social clubs Are you ready to catapult your career? For a Position Description and information on how to apply please visit https://vacancies.mackay.qld.gov.au/MRC_ER/VacancyList.aspx To apply, you will need to submit a resume and cover letter outlining your relevant experience for the role. Applications Close: 07th December 2023 We are an Equal Employment Opportunity (EEO) employer, where all applicants are treated with fairness and respect and have equal access to all opportunities available. At Mackay Regional Council, diversity is about creating a respectful and inclusive workplace that recognises the unique contributions and perspectives of our employees, working together to deliver extraordinary results. Location: Sir Albert Abbott Admin. Building Work Type: Permanent Full Time