Location: 1 Flintoff Street, Greensborough Department: Customer and Transformation Compensation: Annual AUD $98,255.03 - $106,820.88 Employment type: Fixed Term Contract Work Arrangement: Hybrid Looking for a role where you can genuinely support people to achieve customer service excellence? Love problem solving, helping customers, and working in a supportive team environment? We’re looking for a Contact Centre Supervisor to join Banyule City Council. This is your opportunity to lead from the front, setting the tone from the start of each shift and bringing energy, direction and motivation. About the role As our Contact Centre Supervisor, you will provide real-time operational leadership across a dynamic, multi-channel contact centre. This is a highly visible role where your decisions directly improve customer outcomes every day. You’ll have the autonomy to redirect resourcing, respond to changing service demands, and support your team to perform at their best. Working closely with a collaborative leadership group, you’ll use data, insights and coaching to drive performance, build capability and foster a positive, inclusive and psychologically safe team culture. This role is part of Banyule’s Leadership Network – you’ll have opportunities to grow your skills and experience of leadership in a Local Government context and develop your skills as an organisational leader beyond your role-based expertise. What you’ll be doing Leading daily shift operations and coordinating workforce allocation to meet service targets Providing real-time coaching, guidance and support to team members Managing escalations, complaints and complex customer matters with empathy and professionalism Monitoring performance and using data to inform decisions and improve outcomes Supporting a culture of continuous improvement, collaboration and accountability What you’ll bring Demonstrated leadership experience (3+ years) in a contact centre or similar customer service environment Strong capability in real-time coaching, performance management and team development Calm, confident and empathetic approach when handling escalations and complex situations A practical, solutions-focused mindset with a drive to improve processes and outcomes Strong communication skills and the ability to motivate and engage a team Pre‑employment requirements Current Victorian Driver’s Licence Nationally Coordinated Criminal History Check What we offer Full-time, 12-month fixed term role to 30 June 2027. Salary $98,255.03 – $106,820.88 per annum + super (dependent on experience). Salary increase of 3% due on 1 July 2026. Flexible work arrangements, including hybrid options and a monthly RDO Ongoing learning and development opportunities Health and wellbeing initiatives As supportive and inclusive workplace culture Banyule City Council is an Equal Opportunity Employer; we value diversity and inclusion, and we welcome candidates from all backgrounds. If you have a reasonable adjustment, support, or access requirement, we encourage you to inform us through your application or email Diversity Statement Our community is made up of diverse cultures, beliefs, abilities, bodies, sexualities, ages, and genders. We are committed to access, equity, participation, and rights for everyone: principles that empower, foster harmony, and increase the well-being of an inclusive community. Acknowledgment of the Traditional Custodians Banyule City Council is proud to acknowledge the Wurundjeri Woi-wurrung people as Traditional Custodians of the land and we pay respect to all Aboriginal and Torres Strait Islander Elders, past, present and emerging, who have resided in the area and have been an integral part of the region’s history. Banyule City Council endorses the Uluru Statement from the Heart in full and accepts the invitation to walk with First Nations peoples, to a better future for us all. Child Safe Standards Statement of Commitment Banyule City Council is a child-safe organisation committed to the safety and well‑being of children. Council has a zero tolerance for child abuse. All allegations and safety concerns will be treated seriously and acted upon. As a child‑safe organisation we are committed to providing a child‑safe environment where children feel safe, are empowered, valued and protected. Council will actively listen to children, ensuring their voices are heard and considered in decisions that affect their lives. #J-18808-Ljbffr