Customer Service Team Leader - Civic Centre

The Role

As the Customer Service Team Leader, you will lead and inspire a high-performing team to deliver exceptional customer experiences across the Town of Port Hedland.

Based between the Civic Centre and Wedgefield Depot, you will oversee the day-to-day operations of the Customer Service function, ensuring customer enquiries are managed efficiently, professionally, and in accordance with organisational standards.

In this role, you will represent the Town of Port Hedland and provide leadership, direction, and support to the Customer Service Team, ensuring all face-to-face, telephone, and online interactions are delivered with a high standard of professionalism and customer care. Leveraging your strong administrative skills, you will manage customer requests, process and reconcile payments, and contribute to the development, implementation, and administration of customer service policies, procedures, and systems.

You will play a key role in driving continuous improvement by identifying opportunities to enhance service delivery and refining customer service processes and practices to improve efficiency, consistency, and customer satisfaction.

A critical aspect of the role is the onboarding, training, coaching, and development of Customer Service Officers, building team capability, fostering a culture of excellence, and supporting high levels of performance and engagement.

Our ideal candidate will possess exceptional organisational and time management skills, a keen eye for detail, and a proactive, solutions-focused approach. You will have highly developed written and verbal communication skills, strong data entry and administrative capabilities, and a commitment to delivering outstanding customer service.

For further information, please view the attached position description.

Work Related Requirements

The preferred applicant will be required to undergo a pre-employment medical, including drug and alcohol assessment to be considered for the role, as well as possess:

• Tertiary Qualification in Business/Management (or similar) or demonstrated experience in a similar role
  National Police Clearance
• Current 'C' class drivers license
• Rights to work in Australia

Employee Benefits

In addition to the salary our employees enjoy a range of benefits which may include:

• 6 weeks annual leave with 17.5% leave loading
• 12% Superannuation - with a co-contribution scheme of up to 14%
• Wellness program (includes free gym membership, access to pools etc) + $300 wellness card, issued upon successful completion of probationary period
• Training and professional development opportunities
• Paid parental leave

How to Apply

Applicants are encouraged to apply online.

If you are unable to apply online, please forward your application documents to Human Resources, Attention "Confidential Advertised Vacancy" either by:

Post: PO Box 41, Port Hedland WA 6721

Hand: Civic Centre, McGregor Street, Port Hedland WA 6721

Applicants are advised to write a cover letter of no more than two (2) pages outlining how your skills, capabilities and experience will contribute to their success in this position. It is the responsibility of the applicant to ensure their application is received in full prior to the closing date and time.

Suitable applicants may be considered for appointment to similar vacancies during the six-month period following the conclusion of this recruitment process.

For further information about this position please contact the Recruitment Team on (08) •••• •300 or .au

The Town reserves the right to commence shortlisting prior to the closing date.

Applications close 11.30pm Sunday 6th September 2026

The Town of Port Hedland is committed to eliminating all forms of discrimination. We embrace diversity and strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds and people living with disabilities.