City of Sydney

Team Leader Customer Service – Contact Centre

Sydney CBD

Customer Service/Customer Service/People Performance & Technology

Full Time/Permanent

$117,487 - $131,845 per annum plus superannuation

Caring for our city, creating a future for all

Our people are passionate about their communities and connected to their teams. They’re motivated by our genuine commitment to diversity and inclusion, and our clear, compelling plan for our global city:Sustainable Sydney 2030 – 2050 Continuing the Vision.

Be part of a purpose-led organisation with care at its core. You’ll make a difference by acting in the best interests of our communities and city. Be better together with collaborative and inclusive partnerships. Embrace possibilities and be open to new ideas and creating bold solutions.

About the role

The City of Sydney Contact Centre is the first point of contact for community members, creatives, community groups and businesses seeking information or requesting services. The Contact Centre is a multi-channel environment, responding to calls, emails, digital and face-to face service interactions. We are seeking a mature minded, self-motivated person join our team as Contact Centre Team Leader.

As the ideal candidate, you are a dynamic leader; a person who exemplifies our values, respects the importance of compliance and will create a positive high performing team environment focused on achieving goals and ensuring a high-quality service experience to our community.

We’re looking for a collaborative leader who builds strong team connections and helps others succeed. You’ll bring experience in coaching, mentoring and developing people, along with strong interpersonal skills and the ability to plan, organise and prioritise workloads for yourself and your team.

To be successful, you will have:

• experience in a leadership role within a quality-driven service environment
• proven ability to coach, mentor and support team members to achieve goals
• strong interpersonal and communication skills
• excellent planning, organisation and prioritisation skills
• commitment to delivering exceptional customer service
• familiarity with Local Government policies and procedures (advantageous)
• flexibility is required as you will participate in a rotational roster for Team Leaders, which includes shift variations
• an understanding and commitment to Occupational Health and Safety standards, as well as Equal Employment Opportunity principles, are essential attributes

Download position description.

This role has the option of a team based flexible working arrangement, known as a 9-day fortnight.

The recommended applicant must complete a pre-employment health declaration and a criminal history check.

Applications must be submitted online by 11:59pm, Tuesday 21 July 2026.

For more information, contact Lisa Mahy, Contact Centre and Visitor Services Manager on 02 9246 7583.

What we can offer you

You’ll work with passionate, welcoming and supportive people who care for our communities and create a future for all.

Flexible working

• 3 days of care and cultural leave each year for health and wellbeing activities, cultural and religious days or events of significance
• Collaborative approach to flexible working
• City centre head office, with many public transport options.

Professional development

• Leadership and management development program
• Further education program providing reimbursement of course fees, and study and exam leave
• Opportunity to attend external courses and conferences
• Long service and employee recognition awards
• Employee assistance program offering free, confidential counselling

Supporting families

• We provide 26 weeks of paid parental leave for all new parents, supporting diverse and inclusive families
• Paid and unpaid adoption and long-term fostering leave
• Paid superannuation for up to 52 weeks of parental leave
• Part-time and job-sharing options available
• Supportive return-to-work environment

Inclusive culture

• Recognised as an Inclusive Employer by the Diversity Council of Australia
• Active employee networks including City Women, City Pride, DiverseCity, Inclusive City, Young Professionals and Aboriginal and Torres Strait Islander network
• Recognised family inclusive workplace
• Veteran employment supporter

Find out why acareer at the City of Sydneymight be right for you.

How to apply

We welcome candidates from all backgrounds in a workplace as diverse as our communities. We’re passionate about gender balance, with an executive team two-thirds female and half of leadership roles held by women.

All applicants, including Aboriginal and Torres Strait Islander peoples, people with disability, veterans and people of diverse sexualities and genders, are encouraged to join us.

We’re a disability confident recruiter. If you identify as a person with disability and require support for your application or the recruitment process, contact us at[email protected]or 02 9265 9333.

Select ‘apply now’ to submit your resume and selection criteria.