Lake Macquarie City Council

Coordinator Customer Service Centre

Coordinator Customer Service Centre

Permanent – Full Time

Lead a high-performing Customer Service Centre at a pivotal time of change, where evolving technology and contemporary service practices are reshaping how we support our community. You’ll bring people-focused leadership and a continuous improvement mindset to guide the team, strengthen capability and delivery strong customer outcomes.

• Play a key leadership role in building capability, supporting talent development and improving customer experiences
• Shape best-practice customer service, workforce planning and resource management in a high-volume operating environment
• Join an employer that values work-life balance and supports employees to thrive at work and beyond

LET’S EXPLORE THE JOB

Lead the day-to-day operations of Council’s Customer Service Centre, ensuring customers receive consistent, responsive and professional support across phone, face-to-face, email, web and social media channels. You'll drive service quality and ensure service levels and customer experience outcomes are achieved while leading a team in a dynamic, high-volume environment.

As customer expectations and technology continue to evolve, you'll play a key role in leading change, optimising customer service technologies and embedding new ways of working.

You’ll also take a strategic approach to workforce planning, capability development and resource management, ensuring the right people, processes and systems are in place to meet service demands. As a member of the Customer Experience leadership team, you’ll contribute to organisational priorities and use operational data, customer feedback and performance insights to drive service improvements and enhance customer service outcomes.

Read theposition statementand learn more about this exciting opportunity.

LET’S HEAR ABOUT YOU

Our ideal candidate is an experienced customer service leader who understands how high-performing contact centres operate and how great service is enabled through people, process and technology. You are a collaborative and adaptable leader who can balance operational demands with a focus on continuous improvement and customer outcomes

You’ll be confident leading people through change, particularly where technology, customer channels and service expectations are evolving. You don’t need local government experience, but you will need the ability to quickly understand our operating environment, build trusted relationships across the organisation and support a culture that develops talent and delivers excellent outcomes. You will meet the following criteria:

• Diploma or higher in Business, Customer Service or related field and/or equivalent experience.
• Experience leading a customer service or contact centre team in a high-volume, multi-channel environment
• Strong people leadership, coaching and resource management skills, with a focus on building capability and performance
• Confidence using data, feedback and customer insights to improve customer service and team operations
• Experience optimising or implementing customer service technologies, including CRM, telephony systems and digital customer channels
• A practical understanding of customer service best practice and how to apply it in a complex service environment.
• Strong stakeholder engagement and relationship-building skills.

LET’S REVEAL THE PERKS

• Competitive salary from $114,363 - $132,908 a year plus 12% superannuation
• Full-time, 35-hour working week
• Enterprise Agreement salary increases in July 2026
• Long Service leave after 5 years
• Work in a supportive, empowering, innovative and collaborative work environment
• We value your health and wellbeing and offer generous discounted gym memberships through our Corporate Fitness program, connect with colleagues through our social club, be inspired by regular wellbeing initiatives, annual flu vaccinations, and confidential support via our employee assistance (EAP) program
• Free parking within walking distance of our office building
• Along with many other perks that come from choosing Lake Mac!

CHOOSE THE LAKE MAC WAY

We know it is our people that will shape the future of our city. That’s why we’re passionate about providing a workplace that empowers our staff to be creative, innovative and bold. When you join the team at Lake Macquarie City Council, you join a group of people with a commitment to make our city even better. We’re proud of our city and the work we do, and we know you will be too.

We celebrate diversity and are committed to creating an inclusive workforce. We believe that a diverse network of employees, which truly reflects the people it serves and represents, is best equipped to understand and meet the needs of our community. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, refugees and people with disabilities. We understand the skills and attributes veterans can bring to our Council.

LET’S START

• If this job sounds like you, we would love to hear from you! Get your application in by midnight, Sunday 26 July 2026
• For enquiries related to the duties of the role, please contact Sally Newport, Manager Customer Experience on 4921 0180 or via email[email protected]
• If you need assistance with submitting your application, please Blair Stevenson, Talent Attraction Partner, 4069 0083 or via email[email protected]
• Your experience throughout the application process matters to us. If you'd like feedback on your application or interview, don't hesitate to get in touch — we're here for you!
• To view the capability Framework – Role Profile relevant to this role, pleaseclick here.
• To complete your online application, you will be asked to upload a copy of your resume and provide responses to questions which are based on the criteria listed in the Position Statement.
• Please note that as part of Lake Macquarie City Council’s recruitment process, prior to an offer of employment being made, recommended candidates may be subject to a medical assessment which may include alcohol and other drugs testing.