Customer Service Team Leader

Be challenged and imagine with us

As the Customer Service Team Leader, you’ll play a key role in coordinating the day-to-day work of our Customer Service Officers and ensuring the delivery of high-quality, efficient service to our student residents.

This is a hands-on role in a fast-paced environment, where your ability to stay calm under pressure and lead with empathy will make a real difference to the resident experience.

In this role you will:

• Lead and support a team of Customer Service Officers, ensuring a consistently high standard of service to student residents.
• Contribute to the review, improvement, and implementation of customer service processes and systems.
• Help create a safe, friendly and welcoming environment, providing calm and pragmatic support when issues arise.
• Oversee the coordination of transactional processes and systems across the team.

This continuing position is full time and will be located at the Callaghan Campus (Awabakal land).

How will you inspire us?

You will have:

• Demonstrated high-level customer service skills, with experience supporting customers both face-to-face and over the phone.
• Proven ability to be a leader in a fast-paced, high-pressure environment, staying composed and helping others manage stress effectively.
• Excellent problem-solving and communication skills, with a practical approach to resolving issues and supporting team wellbeing.

What we offer

The remuneration for this position is from $80,972 to $93,929 + 17% superannuation and is commensurate with skills and experience. 

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively. 

These include: 

• 17% super and salary packaging.
• Additional University Holiday days, generous personal, life, and parental leave, annual leave loading, and additional purchased leave scheme.
• Discounts on private health insurance, gym memberships, software, travel and more.
• A range of support and wellbeing programs.

For more information on benefits and conditions, please follow this link.

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

Your next steps

Important information before you apply:

• If viewing this on a job board other than the University's please click ‘Apply’ (or equivalent) to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy from the Related Documents section before commencing your application.
• Due to the nature of this role, the University may require the preferred candidate to undertake further pre-employment checks.
• Applications for this position will only be accepted from those with Australian residency or a valid work permit.

Your application:

Your application must include:

• Your resume.
• A cover letter outlining your motivation to apply for this opportunity.
• A statement addressing the Essential Criteria listed below (these may differ slightly from the Position Description, please only respond to the below in your application).

1. Completion of an associate diploma level qualification in Business Administration, Customer Service or related field with relevant work experience; or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of experience and/or education/training.
2. Demonstrated experience providing high level professional customer service in a complex and busy office whilst showcasing strong communication and interpersonal skills.
3. Proven leadership capability including the ability to lead casual staff to deliver exceptional performance/outcomes. 
4. Demonstrated ability to operate effectively under pressure including accountability, time management and organisational skills with the ability to manage multiple tasks simultaneously and meet deadlines without compromising accuracy or customer service outcomes.
5. Ability to make sound decisions within your sphere of responsibility and take responsibility for delivering to plan and on time. This may include embracing change in response to new initiatives, strategic direction or external requirements. 
6. Demonstrated leadership by engaging in open communication with colleagues, respecting their input and working collaboratively. 

Please upload your Cover Letter and response to the requested Criteria as one PDF document. This document should not exceed 3 pages.

We value diversity and strive to ensure that our recruitment processes are equitable, inclusive, and barrier-free. If you require an alternative pathway to view the Position Description or to submit an application, please reach out to employment@newcastle.edu.au.

We also seek to provide a fair chance to all applicants by providing reasonable adjustments where required during the assessment and interview phases of the recruitment process.

Contact Us

For specific position enquiries, please contact Jess Rokobaro, General Manager, Student Living on (02) 4921 5233 or via email at jess.rokobaro@newcastle.edu.au

Having technical difficulties? Please reach out to us: employment@newcastle.edu.au Please note, we do not accept email applications.

Closing date: Tuesday 29 April 2025 at 11.59pm AEST

We are excited to be Looking Ahead with you

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do. 

The University of Newcastle is an equal opportunity employer committed to equity, diversity, and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.  

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