Working under general direction, the Team Leader Customer Experience is responsible for supervising a customer experience team to deliver multi-channel support to internal and external stakeholders. This position will contribute to leading daily operations and capability development. 

About this opportunity 

• Lead day-to-day operations across phone, counter and digital channels, ensuring service levels, KPIs and quality standards are met. 

• Coach, mentor and develop a high-performing team; run regular 1:1s, call coaching and performance discussions. 

• Analyse team data and customer insights to optimise resourcing, workflows and system utilisation. 

• Act as an escalation point to resolve complex enquiries and support consistent, high-quality customer experiences. 

• Collaborate with other Team Leaders and the Coordinator on rostering, workforce planning and continuous improvement. 

• Champion digital adoption and self-service, and contribute to innovation and process improvement initiatives. 

What you will bring 

• Proven experience leading customer service/customer experience teams in a multi-channel environment. 

• Strong interpersonal and communication skills with the ability to build effective relationships and handle difficult situations. 

• Sound analytical and problem-solving capability, with experience using data to drive improvements. 

• Proficiency with Microsoft 365 and confidence navigating corporate systems and technology-enabled service delivery. 

• Demonstrated adaptability and collaboration skills with a continuous improvement mindset. 

Role details 

Classification: Level 5 (Stream A) | Position Number: SSC300 

About the team 

The Customer Experience Team sits within the Corporate Services Directorate and plays a central role in delivering high-quality, multi-channel support across Council programs. The team includes Customer Experience Officers, Senior Officers and administrative support roles, all working together to provide consistent, accurate and efficient service to internal and external stakeholders. 

Operating in a fast-paced, collaborative environment, the team supports a wide range of enquiries, processes and service interactions. Team members demonstrate strong customer-focused values and contribute to Council’s commitment to service excellence, continuous improvement and technology-enabled service delivery. 

As Team Leader, you will work with the customer experience leadership team to maintain effective workflows, support capability development and foster a positive, solution-focused team culture aligned with Council’s organisational values. 

Why work for Mackay Regional Council? 

Mackay Regional Council is a dynamic, progressive and financially sound local government in the heart of Queensland. The region offers an idyllic lifestyle across beaches, islands and rainforests, with a vibrant economy and quality education and health facilities. 

In addition to the above, we also offer the following benefits: 

• Base annual salary of $ ?99,911.99? 

• Up to 18% superannuation (conditions apply). 

• Choice of 4 or 5 weeks’ annual leave with 17.5% leave loading. 

• Flexible work arrangements with a 9 day fortnight roster. 

• Potential access to salary sacrificing options. 

• Membership to lifestyle benefits program including corporate discounts. 

• Study assistance and learning & career development opportunities. 

• Employee Assistance Program and wellbeing initiatives. 

• Active Social Clubs. 

How to apply 

Prepare and submit your cover letter and resume outlining your relevant experience for this role. If applying via a third-party job board, you will be redirected to the Mackay Regional Council Careers (eRecruit) website to apply and follow the prompts. 

Applications Close: Thursday, 29 January 2026 

Having trouble submitting your application? Contact our friendly Talent and Onboarding Officers on 1300 MACKAY (1300 622 529). 

Important information for applicants 

To be considered for this position, all candidates must have the appropriate working rights for Australia. Your Australian work rights will be verified during the recruitment process.  

Applicants who progress beyond the interview stage will be required to undergo a pre-employment process, which includes comprehensive Pre-Employment Medical Assessments (inclusive of Drug and Alcohol testing). 

We are an Equal Employment Opportunity (EEO) employer, where all applicants are treated fairly and respectfully and have equal access to all available opportunities. At Mackay Regional Council, diversity is about creating a respectful and inclusive workplace that recognises our employees' unique contributions and perspectives, working together to deliver extraordinary results.