Job Description
Lead the Future of Customer Experience at ATCO
Fixed Term | March 2026 – December 2026
At ATCO, we’re powering safe, reliable and customer focused energy services for communities across Western Australia. We’re looking for a dynamic and people driven Team Lead Contact Centre to inspire, develop and empower our frontline team.
Reporting to the Manager, Control Room & Contact Centre, you’ll guide and support the team through daily operations, fostering a positive, customer focused environment. You’ll oversee the day-to-day function of the Contact Centre, providing clear leadership and ensuring customers receive fast, accurate and high quality service throughout this fixed term engagement.
What You’ll Do
Lead and elevate the Contact Centre, ensuring customer needs are met quickly, service levels are achieved and escalations are handled with confidence and care.
Identify opportunities to improve the customer journey, enhancing first‑contact resolution and simplifying processes to support smoother interactions.
Support operational effectiveness by reviewing workload patterns, service trends and customer feedback to identify improvements.
Coach and uplift your team, providing regular development, clear expectations and meaningful feedback to build a high‑performing, customer‑focused culture.
Maintain strong compliance and performance standards through reporting, audits and action plans that support consistent service delivery.
What You Bring
Experience leading customer service teams in a Contact Centre environment, with a strong focus on service levels, quality and regulatory compliance.
A continuous improvement mindset, with the ability to spot patterns, understand root causes and make practical changes that enhance customer experience.
Strong capability in managing escalations with professionalism, empathy and sound judgement.
Confidence working with performance insights, reporting and audit routines to support team development and operational improvements.
What We Offer
Free onsite parking (Jandakot)
Salary Sacrifice options
Access to corporate discounts, including health insurance, banking and fitness clubs.
Access to ATCO's Employee Assistance Program
ATCO fosters an inclusive workplace culture where everyone is treated fairly and respectfully. We are an Equal Opportunity employer and encourage applications from women and Aboriginal and Torres Strait Islander people.
Fixed Term | March 2026 – December 2026
At ATCO, we’re powering safe, reliable and customer focused energy services for communities across Western Australia. We’re looking for a dynamic and people driven Team Lead Contact Centre to inspire, develop and empower our frontline team.
Reporting to the Manager, Control Room & Contact Centre, you’ll guide and support the team through daily operations, fostering a positive, customer focused environment. You’ll oversee the day-to-day function of the Contact Centre, providing clear leadership and ensuring customers receive fast, accurate and high quality service throughout this fixed term engagement.
What You’ll Do
Lead and elevate the Contact Centre, ensuring customer needs are met quickly, service levels are achieved and escalations are handled with confidence and care.
Identify opportunities to improve the customer journey, enhancing first‑contact resolution and simplifying processes to support smoother interactions.
Support operational effectiveness by reviewing workload patterns, service trends and customer feedback to identify improvements.
Coach and uplift your team, providing regular development, clear expectations and meaningful feedback to build a high‑performing, customer‑focused culture.
Maintain strong compliance and performance standards through reporting, audits and action plans that support consistent service delivery.
What You Bring
Experience leading customer service teams in a Contact Centre environment, with a strong focus on service levels, quality and regulatory compliance.
A continuous improvement mindset, with the ability to spot patterns, understand root causes and make practical changes that enhance customer experience.
Strong capability in managing escalations with professionalism, empathy and sound judgement.
Confidence working with performance insights, reporting and audit routines to support team development and operational improvements.
What We Offer
Free onsite parking (Jandakot)
Salary Sacrifice options
Access to corporate discounts, including health insurance, banking and fitness clubs.
Access to ATCO's Employee Assistance Program
ATCO fosters an inclusive workplace culture where everyone is treated fairly and respectfully. We are an Equal Opportunity employer and encourage applications from women and Aboriginal and Torres Strait Islander people.
💡 Quick Summary
Seeking a career-building opportunity? The Team Leader Contact Centre position is now open for candidates interested in the Customer Care sector. This role in Jandakot 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 Customer Care is a plus.
