Job Description
Full job description
Division: People Performance & Technology
Unit: Customer Service
Section: Customer Service
Salary: AUD $143,353 - $160,642 per annum plus Superannuation
Employment status: Permanent
Employment arrangement: Full Time
Location: Sydney CBD
Option to work under a 1+-day month arrangement
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.
Are you a dynamic leader with a passion for delivering exceptional service? We’re looking for a motivated and experienced Service Manager to oversee our Contact Centre and Visitor Services teams.
About the Role:
In this pivotal role, you will lead and manage the day-to-day operations of the City’s service channels, including digital, phone, and face-to-face interactions across the Contact Centre, Visitor Service, Neighbourhood Service Centres, and Parking Administration. Your leadership will inspire your team to provide a positive and professional service experience, ensuring that residents, businesses, and stakeholders receive timely and high-quality support.
Key Responsibilities:
Create a high-performing team environment, fostering camaraderie and helping team members succeed through coaching and development.
Proactively identify opportunities for enhancement, lead change initiatives, and ensure service excellence.
Manage forecasting, rostering, and workload prioritization to meet SLAs and KPIs.
Oversee in-bound customer service across various channels including calls, social media, email, digital, and chat, as well as counter services.
Uphold Local Government policies, Occupational Health and Safety standards, and Equal Employment Opportunity principles.
As the ideal candidate you will have:
Proven experience in leading teams, fostering camaraderie, and helping team members succeed through effective coaching, mentoring, and development. Demonstrated ability to proactively identify areas for improvement and drive change, with strong interpersonal skills and experience in planning, organizing.
Skilled in forecasting and rostering, with a good working knowledge of the drivers that enable contact centre and front facing service delivery to meet SLAs, KPIs and ensure a positive service experience.
Extensive experience managing in-bound Customer Service driven multi-channel Contact Centre (calls, social media, email, digital, chat) and counter facing services. Knowledge of Local Government policies and procedures will be highly regarded.
Apply now to lead our Contact Centre and Visitor Services teams in creating a positive impact across our community.
At the City of Sydney you’ll join a dedicated team where individual effort is part of something much bigger – creating great things for our city’s dynamic future.
Select 'Apply' to complete your online application.
The successful applicant is required to complete a national criminal history check and a pre-employment health declaration.
Position description: View or download the position description
Applications must be submitted online by 11:5+pm, Tuesday 10th September
For further information contact: Catherine Veronesi, Manager Customer Service on 02 +265 +843.
A challenging and rewarding career: Why joining the City of Sydney might be the right move for you.
We offer a teams-based approach to flexibility. Our flexible working benefits include 26 week parental leave, paid partner leave of 6 weeks and paid super for up to 52 weeks of parental leave. You’ll have the opportunity to work a 1+-day month with flexible working options.
We welcome candidates from all backgrounds and celebrate a workplace as diverse as our communities. We’re passionate about gender balance in the workplace, with an executive team that is two-thirds female and 50% of our leadership roles held by women.
We encourage all applicants, including Aboriginal and Torres Strait Islander peoples, people with disability, and people of diverse sexualities and genders to join us.
We’re a disability confident recruiter. If you identify as a person with disability and require adjustments or support for your application and throughout the recruitment process contact the Recruitment Team recruitment@cityofsydney.nsw.gov.au or 02 +265 +333.
You must create an Indeed account before continuing to the company website to apply
Division: People Performance & Technology
Unit: Customer Service
Section: Customer Service
Salary: AUD $143,353 - $160,642 per annum plus Superannuation
Employment status: Permanent
Employment arrangement: Full Time
Location: Sydney CBD
Option to work under a 1+-day month arrangement
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.
Are you a dynamic leader with a passion for delivering exceptional service? We’re looking for a motivated and experienced Service Manager to oversee our Contact Centre and Visitor Services teams.
About the Role:
In this pivotal role, you will lead and manage the day-to-day operations of the City’s service channels, including digital, phone, and face-to-face interactions across the Contact Centre, Visitor Service, Neighbourhood Service Centres, and Parking Administration. Your leadership will inspire your team to provide a positive and professional service experience, ensuring that residents, businesses, and stakeholders receive timely and high-quality support.
Key Responsibilities:
Create a high-performing team environment, fostering camaraderie and helping team members succeed through coaching and development.
Proactively identify opportunities for enhancement, lead change initiatives, and ensure service excellence.
Manage forecasting, rostering, and workload prioritization to meet SLAs and KPIs.
Oversee in-bound customer service across various channels including calls, social media, email, digital, and chat, as well as counter services.
Uphold Local Government policies, Occupational Health and Safety standards, and Equal Employment Opportunity principles.
As the ideal candidate you will have:
Proven experience in leading teams, fostering camaraderie, and helping team members succeed through effective coaching, mentoring, and development. Demonstrated ability to proactively identify areas for improvement and drive change, with strong interpersonal skills and experience in planning, organizing.
Skilled in forecasting and rostering, with a good working knowledge of the drivers that enable contact centre and front facing service delivery to meet SLAs, KPIs and ensure a positive service experience.
Extensive experience managing in-bound Customer Service driven multi-channel Contact Centre (calls, social media, email, digital, chat) and counter facing services. Knowledge of Local Government policies and procedures will be highly regarded.
Apply now to lead our Contact Centre and Visitor Services teams in creating a positive impact across our community.
At the City of Sydney you’ll join a dedicated team where individual effort is part of something much bigger – creating great things for our city’s dynamic future.
Select 'Apply' to complete your online application.
The successful applicant is required to complete a national criminal history check and a pre-employment health declaration.
Position description: View or download the position description
Applications must be submitted online by 11:5+pm, Tuesday 10th September
For further information contact: Catherine Veronesi, Manager Customer Service on 02 +265 +843.
A challenging and rewarding career: Why joining the City of Sydney might be the right move for you.
We offer a teams-based approach to flexibility. Our flexible working benefits include 26 week parental leave, paid partner leave of 6 weeks and paid super for up to 52 weeks of parental leave. You’ll have the opportunity to work a 1+-day month with flexible working options.
We welcome candidates from all backgrounds and celebrate a workplace as diverse as our communities. We’re passionate about gender balance in the workplace, with an executive team that is two-thirds female and 50% of our leadership roles held by women.
We encourage all applicants, including Aboriginal and Torres Strait Islander peoples, people with disability, and people of diverse sexualities and genders to join us.
We’re a disability confident recruiter. If you identify as a person with disability and require adjustments or support for your application and throughout the recruitment process contact the Recruitment Team recruitment@cityofsydney.nsw.gov.au or 02 +265 +333.
You must create an Indeed account before continuing to the company website to apply
💡 Quick Summary
Seeking a career-building opportunity? The SERVICE MANAGER position is now open for candidates interested in the Government Job Alert sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.