Customer Service Team Leader

At a Glance

Work type: 8 hours a week - Sunday ONLY
Salary: From $108, 795.03 (pro-rata)+ 12% superannuation
Employment Type: Part Time Term Contract up to April 2027
Closing date: 9pm, Wednesday 19 August 2026

The City of Parramatta is in the midst of significant growth and transformation. With a community that brings together many cultures, skills and stories, a changing skyline and new investments, this is an exciting time to be part of the journey. Parramatta 2050 gives us a clear picture of where we're heading; a connected, creative and sustainable City with opportunities for everyone. Every role at City of Parramatta contributes to this next chapter, helping us build a strong, thriving Parramatta for the people who live, work and spend time here.

At Council, we prioritise the safety and wellbeing of children and young people. We are committed to implementing child safe practices to create an environment where children feel safe and included. We screen candidates to ensure their suitability to work with children, this includes conducting National Police Checks, Working with Children Checks, and through reference checks. Our commitment to child safety is explained in Council's Child Safe Commitment Statement.

About the role

The Customer Services Team Leader is responsible for supervising a team to implement and deliver day to day high quality customer experience services, plans and programs and ensuring every interaction is an opportunity to build positive connections between customers and the City of Parramatta.

This position requires the individual to work 8 hours on Sundays only. This is an essential requirement.

On a daily basis you will:

• Supervise the Customer Experience Team to deliver core and specific customer service competencies for PHIVE.
• Manage the team to execute operational tasks to efficiently welcome and triage, provide information, facilitate online and face to face Council business transactions and query resolution.
• Monitor and manage processes, systems and workflows in collaboration with the Security Concierge to maintain the safety and security of the public.
• Support the Manager Customer Experience to collect, collate and analyse data to develop reports.

What's on offer

We are offering an 8-hour part-time term contract for up to April 2027, with a competitive remuneration package from $108, 795.03 (pro-rata)+ 12% superannuation.

The candidate will need to be available to work Sundays only as that is the current operational requirement.

Your employee experience with City of Parramatta includes:

• Wellbeing: Employee led networks (ERGs), Fitness passport, Flu vaccinations, Employee Assistance Program (EAP), Ongoing wellbeing initiatives, Health insurance discounts.
• Location & Convenience: Central Parramatta location, discounted parking, Novated leasing
• Growth: Learning and development programs, leadership pathways, LinkedIn Learning

About you

The successful candidate is someone who brings:

• 5+ years customer service leadership experience, with a proven track record of achieving objectives.
• Demonstrated experience in supervising diverse, multidisciplinary teams to deliver customer service plans and processes.
• Demonstrable detailed understanding of the relevant legislative and regulatory requirements applicable to the designated area and the ability to practically apply this knowledge.

To be considered for this role, you must meet the essential requirements in the Position Description, including:
Qualifications/Licences:

• Degree or tertiary qualification in customer service, administration, business (or a related discipline) or a significant amount of comparable industry experience in a project lead capacity.
• Current First Aid Certificate
• Current Working With Children Check (WWCC)

Want to know more?

Review our Values Flyer to learn more about the behaviours that guide how we work. Further details about this role can be found in the Position Description.

For a confidential discussion, please contact the Recruitment Team via [email protected]

How to apply

Applications must be submitted online by 9pm, Wednesday 19 August 2026. Applications submitted by other means will not be accepted.

Please upload:

• Current resume and cover letter addressing the Position Description

Please note: Candidates who do not meet the essential qualification and licence requirements may not progress through the recruitment process.

As this is a child-related position, prohibited persons as defined under the NSW Child Protection Act are not eligible to apply.

A Paid Working with Children Check must be uploaded as part of your application. If you do not have a valid Working with Children Check and meet the remaining requirements of the role, please answer your pre-screening questions accordingly and reach out to [email protected] to confirm that your WWCC is in progress.

Council is committed to providing a child safe environment and is guided by the NSW Child Safe Standards | Office of the Children's Guardian. For more information on Council's Child Safe Framework please visit Child Safe | City of Parramatta.

This position requires the preferred candidate to undergo the below pre employment compliance checks.

• Criminal history check: A criminal history does not necessarily disqualify a prospective candidate from selection. (Delete if not applicable to this position)

The City of Parramatta supports a drug and alcoholfree working environment. Employees may be subject to random testing.

How we work: Inclusion & Belonging
At the City of Parramatta, inclusion and belonging are central to how we work. We're building a workforce that reflects our diverse community and value different perspectives and lived experiences. We welcome applications from Aboriginal and Torres Strait Islander peoples, people living with disability, people of all ages, women, culturally and linguistically diverse communities, LGBTQIA+ people, ADF veterans, and others who bring unique perspectives.

We are committed to a fair, inclusive, and accessible recruitment process and support reasonable adjustments throughout recruitment and employment - contact [email protected] for a confidential discussion.

Eligibility: Please note you must be an Australian or New Zealand citizen or a permanent resident in Australia to apply for this position. Applicants holding valid visas may be considered for Casual or Term contracts subject to their visa work conditions.