Team Leader – Box Hill


About You

As a Customer Service Team Leader, you will be leading a team of Customer Contact Officers, supporting the Australia public on behalf of an Australian Government Department. Your engaging and inspiring leadership skills will be imperative to the success of your team, and the business overall. You’ll have the highest levels of personal integrity and ethical behaviour, including the ability to adhere to strict security policies. You are well-organised, flexible, pragmatic and able to handle a diverse and variable workload.

About the Role

The Team Leader is responsible for motivating, leading and developing a high performing team.
to successfully deliver excellent service and results. Your team of Customer Service professionals will be supporting servicing customer inbound calls as well as outbound service calls on behalf of an Australian Government department, and your role with be to coach, mentor and elevate your team members on a daily basis. You will be joining a team of supportive and dedicated professionals in a vibrant and supportive working environment


  • Lead and develop your team, building a culture of inclusivity, high performance whilst at the same time making work an enjoyable place
  • Manage activities measured against consistent KPIs
  • Provide support to your team for all tasks and actions within systems and processes
  • Manage secure and sensitive data with professionalism and empathy
  • Ongoing coaching and development of your team to deliver first class service

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes national police check as an essential selection component for this role.

To be successful in this role, you will have:

Broad leadership capabilities demonstrated through your working history. Ability to manage key contact centre metrics, technologies and processes Sound judgement and initiative with ability to handle sensitive information. Problem solving, analytical and decision-making skills. A customer-centric approach and a focus on continuous improvement.


At Serco you’ll join an inclusive and welcoming team, and benefit from a wide range of benefits including:

  • You will receive fully paid, comprehensive training
  • Rewards and recognition program, including awards and corporate retail discounts
  • Ongoing training tailored for your personal development plans, including opportunities outside your current team or location
  • Friendly and diverse team with inclusivity and care at the heart of everything we do
  • join a large, supportive team leader environment

Join Us

If you are inspired to make a positive different and would like to be considered for this opportunity, please apply now.

Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and [email protected] (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

NOTE: Google Chrome is the preferred browser to access Serco careers website

  • Seniority level

    Mid-Senior level

  • Employment type


  • Job function

    Customer Service and Manufacturing

  • Industries

    Government Administration, Information Services, and Telecommunications


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