Team Manager Customer Experience

Attractive salary package and employee benefits Fixed-Term Full-Time, October 2026 – June 2027 (MAT Leave) Relevant tertiary/professional qualifications. Significant experience as a senior leader in a complex organisation leading multi-channel contact centre operations.

About The Role

The Team Manager Customer Experience role plays a key role in advising the Senior Leadership Team and working collaboratively across the Leadership Team to champion our purpose of Growing Townsville and to deliver the Corporate Plan in consultation with the Townsville community.

The Team Manager Customer Experience will lead frontline customer services and lead ongoing customer experience transformation to support our purpose of Growing Townsville and delivering our Corporate Plan. The position will champion the Customer Experience agenda ensuring it is embraced by all functions and that there is alignment among team members, partners, processes, policies and technology around customers. This role serves as the primary Voice of the Customer and advocates for the customers’ needs throughout the organisation.

About You

The ideal applicant will have significant experience as a senior leader in a complex organisation leading multi-channel contact centre operations, including workforce management, cash handling and receipting, training, operational reporting and analysis. With proven experience in strong financial and budget management, balancing and negotiating available resources to deliver excellence in customer experience and managing the performance of community assets and lifestyle with statutory and legal obligations

Townsville City Council is the largest local government authority in Northern Australia. We’re committed to supporting our people through a strong focus on work–life balance, a positive and inclusive culture, and a shared passion for making a meaningful impact in our community.

We have a range of benefits that confirm this commitment:

4 weeks annual leave 10 days Personal/Carers Leave 14 weeks paid Parental Leave Domestic and Family Violence Leave Natural Disaster Leave Long Service Leave available pro rata after seven years Salary Sacrifice opportunities Learning and Development opportunities Fitness Passport program offering discounted membership to selected gym, pool, and yoga facilities Employee Loyalty Program offering discounts at selected local businesses Employee Assistance Program The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.

Contact Person: Kate

Contact Email: kjh@townsville.qld.gov.au

(for position enquiries only)

How To Apply

Your application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume which should confirm any licences and qualifications your hold.

Application Close: 11:45pm, Sunday 6 September 2026.

For Further Information Review The Position Description.

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!

All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a ‘zero tolerance’ policy to drugs and alcohol in the workplace.

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact hr_recruitment@townsville.qld.gov.au or phone 07 4727 9004 for a confidential discussion.

Attachments

Team Manager Customer Experience_PD.pdf