Team Leader Customer Service (Internal Only)

As a member of our team, you won't just work for the city; you’ll co-create it.

Here, your ideas and efforts directly shape the places where you and your community live, work, and play.

Through your work, you’ll have a behind the scenes pass to Newcastle's evolution as you shape our future as a liveable, inclusive city.

City of Newcastle (CN) is seeking a motivated and people-focused leader to step into the role of Team Leader Customer Service Centre. This is an exciting permanent opportunity for someone passionate about customer service, team development and continuous improvement.

In this role, you will provide day-to-day leadership and operational management of our Customer Service Centre (CSC), supporting the delivery of high-quality customer experiences across phone, digital and face-to-face channels. You'll lead a team of Customer Service Officers, fostering a positive, high-performing culture while ensuring customer needs are met efficiently and professionally.

Reporting to the Customer Service Manager, you will be responsible for coaching and developing team members, monitoring service levels and performance, managing operational priorities, and supporting the team with complex customer enquiries and escalations. You will also play an important role in identifying process improvements, implementing service enhancements and ensuring our people have the knowledge, tools and support they need to succeed.

This is a fantastic opportunity to further develop your leadership career while making a meaningful contribution to the experience of our customers and community!

Find out more about your new career by viewing the position description here.

We champion inclusion so that everyone is valued, and we encourage innovation and creativity. We are committed to creating a safe and inclusive workplace where different styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected.

People with diverse lived experiences (including but not limited to, Aboriginal and Torres Strait Islander Australians, people with diverse gender identities and sexualities, people from different cultural, racial, ethnic, religious and linguistic backgrounds, people with disability, carers, and veterans) are encouraged to apply.

Application Closing Date: Wednesday 14 October 2026

Remuneration: $99,000.17 + 17.5% annual leave loading yearly payment + 12% Superannuation per annum for a 35-hour week

Contact: Kate McArdle - Customer Service Manager - 02 4974 2064

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact recruit@ncc.nsw.gov.au for a confidential discussion.

You must have the right to live and work in Australia to apply for this job.

We encourage internal employees to inform their current managers if this opportunity is of interest before submitting a formal application.

Internal recruitment and staff movements incur a four (4) week notice period. Please contact the Talent Acquisition Team if you require further information.