Team Leader - Contact Centre

Who are we?

City FM Australia (City) provides world-leading Facilities Management, Engineering and Energy solutions that ensure safe, successful and sustainable outcomes for our partners, on time and on budget.

Supporting our partners, we're proud of the people behind our success. We foster a collaborative, team-focused culture where every Team Member has the opportunity to learn, grow and make a genuine impact.

The Opportunity

Ready to take the next step in your leadership career?

We're looking for an enthusiastic and people-focused Team Leader to join our Contact Centre team and help create a positive, high-performing environment where people can thrive.

This role is all about supporting and developing your team, driving great customer outcomes, celebrating success and ensuring day-to-day operations run smoothly. You'll be a trusted leader, coach and mentor, helping your team build capability while delivering exceptional service to our partner Coles. 
This is a Permanent full time opportunity working Monday - Friday between 7:00am and 7:00pm

If you're someone who enjoys leading from the front, motivating others and creating a positive team culture, we'd love to hear from you.

Key Responsibilities

• Lead & Inspire – Coach, mentor and support a team of Helpdesk professionals to achieve their best
• Performance & Engagement – Drive team performance, service standards and KPI outcomes while fostering a positive workplace culture
• Customer Service Excellence – Champion outstanding customer experiences across every interaction
• Team Development – Support ongoing learning, development and career growth opportunities
• Operational Coordination – Manage workloads, priorities and rosters to ensure smooth daily operations
• Stakeholder Relationships – Build strong working relationships with internal and external stakeholders
• Problem Solving & Escalations – Support the team in resolving complex enquiries and operational issues
• Continuous Improvement – Identify opportunities to improve processes, efficiency and customer outcomes

Experience & Expertise

Essential

• Strong customer service background
• Experience working within a Contact Centre or fast-paced support environment
• Demonstrated ability to coach, motivate and develop team members
• Strong communication and stakeholder management skills
• Ability to achieve performance targets and service outcomes
• Excellent organisational skills and attention to detail
• Strong computer and system skills

Desirable

• Experience within Facilities Management, Service Delivery or a similar operational environment
• Workforce planning or rostering experience
• Experience working within a 24/7 operation
• Exposure to process improvement initiatives

To be successful in this role, you will be:

• A positive and approachable leader
• Passionate about supporting and developing others
• Customer-focused and solutions-oriented
• A strong communicator who enjoys building relationships
• Organised, adaptable and resilient
• Motivated to create a collaborative and engaged team culture

What's on Offer?

• Permanent full-time opportunity
• Hybrid working model with 2 days working from home each week
• Free secure onsite parking
• Ongoing learning and development opportunities
• Career progression within a growing national business

If you would like to be part of a growing Australian Facilities Management business, we would love to hear from you.

Please apply by submitting your updated resume and cover letter. Only shortlisted candidates will be contacted.

City is an Equal Opportunity Employer who supports and encourages the diverse needs of each individual Team Member.

City does not accept any unsolicited resume referrals from Recruitment Agencies. Please do not submit any resumes or associated profiles to the City careers portal or to any City team members. City will not pay any placement fees relating to unsolicited resume referrals.