Create our future together at the City of Greater Geelong
At City of Greater Geelong, we are committed to working together for a thriving community. We do this by delivering over 130 services to our rapidly growing population and working hard to protect and improve what it is that makes Greater Geelong on Wadawurrung country such a great place to live, work and study.
We’re going through an exciting period of change that will help us serve our community better. From digital modernisation to the contemporary, sustainable office we've built in Central Geelong, now more than ever is a great time to join our team at the City of Greater Geelong.
Our Community is made of diverse people from all walks of life, and it’s important to us that our workforce represents and celebrates this strength.
We encourage great people from all backgrounds to join us. We encourage authenticity, because inclusion makes us stronger.
If you’re excited about working together to create a Clever and Creative Greater Geelong, and joining a workplace where all people can thrive, then hit apply – we’d love to meet you!
We particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with disability.
About the role
In this role, you’ll work alongside another team leader to oversee daily contact centre operations, support staff, and handle complex enquiries. You’ll set expectations, monitor service quality, coach team members, and identify improvements to workflows and customer experience. You’ll also work closely with the Customer Service Manager and internal teams to drive continuous improvement and high-quality service.
Key responsibilities include:
Work type: Permanent, Full-Time
Classification: Band 6 Commencing at $95,760.80 pa plus super
About you
To be successful in this role, you will be an engaging and supportive leader who thrives in a fast-paced contact centre environment. You will bring strong communication skills, a customer-first mindset, and the ability to motivate your team to deliver consistent, high-quality results. You value collaboration, continuous improvement, and evidence-based decision making.
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Strong understanding of customer service operations, including call handling, queue management, ticketing systems and workforce optimisation.
- Preferred candidates will be required to undergo a National Police Check and a pre-employment medical assessment as part of the recruitment process (funded by the City).
If this sounds like the role for you, then click apply now!
A career with us
With flexible working options, our people have choice in how and where they work. Our employees connect with us from across the Greater Geelong region and beyond.
Central Geelong-based City employees are now based in our new Civic Precinct, Wurriki Nyal. Meaning ‘speak and talk together’ in local Wadawurrung language. Wurriki Nyal sets the benchmark for what a sustainable, inclusive and culturally safe workplace can be, including industry leading sustainability standards, a flexible and people-focused design, safe and inclusive spaces and public realm.
We’re committed to supporting better accessibility for our customers and our people. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.
We offer:
- flexible work arrangements,
- RDO options for particular working areas
- salary sacrificing
- cultural and ceremonial leave
- study leave
- generous parental leave
- IVF and bereavement leave
- career development opportunities
- a safe and supportive workplace
- wellbeing programs
- no joining fees for Swim Sport & Leisure memberships
- unlimited LinkedIn Learning access.
Child Safety Responsibilities
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.
Diversity and Inclusion
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.
We are the City
From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you’re ready to be part of something bigger, join us in shaping the future of Geelong.
We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.
Applications and Enquiries
Click the Position Description link to view more information about this position.
Enquiries: Nikki Short | Senior Talent Acquisition Partner | Nikki.Short@geelongcity.vic.gov.au
Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.
We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.
We acknowledge the Traditional Custodians of the land, the Wadawurrung People of the Kulin Nation. We pay our respects to their Elders past and present, Elders in our community and our emerging leaders.