INTERNAL ONLY - TEAM LEADER CONTACT CENTRE

Personnel Area: Customer Delivery

Branch: Library and Customer Services

Salary Range: Band 6 $116,089 to $128,453 + Superannuation 

(Remuneration stated is for the full-time positions)

Work type: Permanent Full-time

Positions available: 3

Location: North Regional Business Centre (Chermside) and Brisbane City 

Brisbane City Council is one of the largest local governments in the Asia-Pacific region and one of the biggest employers in Queensland. We employ an inclusive and diverse workforce, with great benefits and flexible work options. A job with Council offers skill development, career mobility and access to benefits that matter.

The Contact Centre is open 24 hours a day, seven days a week and is the main contact method for customer queries relating to a wide variety of issues from traffic light problems, lost animals and dangerous dogs to lost property, business licences and permits, and public safety concerns. If you enjoy variety in your work, you will certainly find it here!

The Role

Our team of dedicated customer service professionals currently have multiple opportunities available for a full-time Contact Centre Team Leader.

Reporting to the Operations Manager Customer Service, these permanent roles are based at our North Regional Business Centre at Chermside. Hybrid working arrangements are available for all opportunities and if successful, you must be available to work to a rotating roster between the hours of 6.30am and 6.30pm, Monday to Friday.

As the successful candidate, you will be managing the team’s day-to-day operations and the delivery of customer service across all channels of customer contact, as well as providing support and development for your team members.  

You will be able to make a real contribution to the business direction of the Customer Contact Centre through continuous improvement initiatives and special projects, and you will have hands-on management of a team of highly knowledgeable Contact Centre Consultants. As a leader you will be working across several key areas, from work allocation and resourcing, personal and professional development, HR, performance and issues resolution, bringing your personality and energy to add to the team’s culture.  

 To be successful you will have:

• the ability to manage the day-to-day operations of a team in a high pressure, high volume, technologically sophisticated customer contact centre environment
• the ability to lead and motivate a team, delivering performance excellence and a values-based culture
• well-developed problem solving, analytical and continuous improvement skills
• well-developed interpersonal skills, including the ability to effectively manage confidential and sensitive matters; and
• excellent written and oral communication skills, including the ability to prepare business reports, correspondence and presentations. 

Benefits of working for Council include:

• flexible working hours, and flexible arrangements
• free gym and wellness centre
• award winning superannuation fund
• generous leave provisions
• competitive salary

Benefits of working for Council: CLICK HERE

How to apply:  Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

*Eligibility for internal only roles includes external applicants who identify as Aboriginal and/or Torres Strait Islander and/or as a person living with a disability. Applicants from these groups are required to complete the diversity and inclusion questions on the application form to enable Council to determine eligibility.

This role may require a Criminal History Check, or you may be required to undertake a pre-employment medical assessment to assess your ability to perform the genuine occupational requirements of the role.

For more information: Please call Anna Bellis on 07 3178 1902

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team.

Application Closing Date: Sunday 2^nd August 2026 at 11:55pm AEST.

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion.

Council and its employees must follow the Public Sector Ethics Act 1994 (Qld) and the Code of Conduct. This means employees are expected to act with honesty, fairness, and always prioritise the public interest over personal or private gain. The Code of Conduct requires employees to openly disclose any other work they do outside of Council — including paid or unpaid employment, operating their own business or volunteering in certain circumstances — and to manage any conflicts of interest or other risks (such as fatigue) in a way that puts the public interest first. Maintaining employment outside Council does not preclude you from being considered for roles within Council. 

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