Senior Team Leader Customer Relations & Insight

The City of Joondalup takes pride in being a Local Government that has been internationally recognised for providing outstanding services to the local community. To continue to set the standard in WA Local Government for innovative services and programs, we are seeking highly motivated, enthusiastic employees who will be committed to making a positive contribution to the City and its community.

Senior Team Leader – Customer Relations and Insights

• Salary: $117,301 - $124,012 per annum
• Plus up to 15% superannuation (conditions apply)
• Full-time, permanent position
• Ref No: 26-019

The City is on an exciting transformational journey focusing on customer-centric service delivery. We are seeking an experienced and strategically minded Senior Team Leader to guide our Customer Relations and Insights function. This role provides senior leadership, strategic direction and organisational influence to embed customer insight, improve service delivery, and strengthen the City’s customer experience framework.

Reporting to the Customer Experience Lead, the Senior Team Leader oversees customer relations operations, enterprise customer insights, complaints management, and reputational risk processes. This role works collaboratively with multiple stakeholders across the organisation to ensure that customer centric practices are integrated into all systems, services, processes and strategic initiatives.

Your covering letter (no more than 2 pages) will need to address the following key criteria:

• Demonstrated experience leading and developing customer service or customer relations teams, fostering a psychologically safe, values-driven and high-performance culture.
• Proven experience in complaints managment, including handling complex of escalated matters, applying public-sector values, and managing reputational risk.
• Proven ability to influence and collaborate with senior executives and cross-directorate partners to drive customer-centric outcomes.
• Experience producing high-quality knowledge, learning or content materials, and proficiency with Microsft 365 tools including SharePoint.
• Experience guiding teams through organisational change, including workforce planning, capability development, and performane management.
• Experience representing the organisation in external or inter-agency collaborations related to customer service, community issues, or stakeholder relations.
• A degree in business, management, information systems or a related discipline, or an equivalent combination of education and experience (desirable).

Appointment is subject to provision of a satisfactory National Police Certificate that is no more than three months old.

If you are interested, we would like to hear from you. Further information can be obtained by calling Jon Dixon, A/Manager Communications and Stakeholder Relations on 9400 4465.

To apply, please click on the "Apply" button above, and submit your resume and a covering letter via the City’s recruitment portal addressing the above criteria. Applications close at 11.55pm on Monday 9 February 2026.

The City of Joondalup is committed to diversity and inclusion within all organisational practices and is an equal opportunity employer. The City encourages Aboriginal and Torres Strait Islander people, people of culturally and linguistically diverse backgrounds, people with a disability, people of all ages, sexualities and genders to apply for this position.

All employees and prospective employees of the City of Joondalup are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.

JAMES PEARSON

Chief Executive Officer

Canvassing of Elected Members will disqualify applicants.