Team Leader Customer Service - Visitor Services & Face to Face

Apply now Job no: 492540
Work type: Full Time
Location: Frankston
Categories: Administrative

Frankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula.  We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector.

Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston, now is the time to join our team!

About the role 

Council’s Customer Service and Experience Team is looking for a Visitor Services and Face to Face Team Leader who will be responsible for promoting a high level of customer experiences across the municipality in all key touch points. The position will contribute to the leadership of the Customer Experience team, specifically in the face to face operations of all Council Customer Service Centres, including the Visitor Information Centre (VIC).   

The main responsibilities will include: 

  • Coordinate and manage the day-to-day administration and operations of all face to face customer services and Customer Experiences, specifically those offered in a face to face setting at Council’s Civic Centre, Service Centres, the Frankston VIC and any roving or experiential programs;
  • Manage the Complaints Handling Review Project, facilitating new processes for complaint handling throughout the organisation, increased learning and development opportunities and ownership of any incoming complaints that come through the Customer Service Team;
  • Manage the service delivery of our Community Halls through effective management of the Reservation Officer and continue to build the service with strong financial outcomes and innovative upgrades to processes and service experience; and
  • Provide effective leadership and facilitate a work environment that enables the team to achieve their position objectives with the support of the Coordinator Customer Service and Experience.

This is a full-time position.

About you

As the successful candidate, you will have:

  • Minimum 3 years relevant experience in Customer Service delivery;
  • Strong leadership experience with a focus on continuous improvement and change;
  • Demonstrated ability to achieve results through strong influence and consultative skills;
  • Experience in the development and delivery of multifaceted customer service programs; and
  • Experience in establishing and maintaining stakeholder relationships.

Why Frankston Council?

Be part of a workplace that is looking to transform the way that we work and build on our values “Kinder, Fairer, Smarter”. As an employee, you will have access to benefits such as:

  • Working remotely;
  • Rostered Day Off;
  • Access to professional and career development opportunities; and
  • Christmas Shut Down Leave. 

This position is a Band 6 currently remunerated between $93,402 to $102,605 per annum plus superannuation.

If you would like to learn more about this opportunity or have any questions, please contact Erin Carson on

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you 

Frankston City Council is committed to building a culture that values diversity and promotes a workplace that welcomes and includes the unique contributions of all people.  We encourage applications from individuals of all ages, backgrounds and identities.

Frankston City Council has zero tolerance for child abuse.  Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors, employees, contractors and volunteers.

Pre-Employment Information

You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.

Covid-19 Vaccination Information

It is a condition of employment that all Frankston City Council employees are required to have Covid-19 Vaccinations and any associated boosters as required by Council’s Mandatory Vaccination Policy. Successful candidates will be required to declare their Covid-19 Vaccination status and provide a copy of a valid Vaccination Certificate as part of the pre-employment process, prior to being offered a position.

Position Description

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

Back to search results Apply now Refer a friend

Share this:

| More