Inbound Contact Centre Team Leader

Ready to take the next step in your career?

An exciting opportunity is available within the Ventia Operations Centre (VOC) following an internal promotion. We’re seeking an experienced, people-focused Team Leader to lead approximately 15 Customer Service Coordinators across our 24/7 National Contact Centre.

The VOC supports a diverse range of essential services, including schools, defence, social infrastructure, social housing and corporate real estate. Our teams manage customer service, work orders, technical issues, critical incidents, triage, subcontractor coordination, planning and scheduling.

Key Details

• Full-time, on-site role in our new Parramatta CBD location, close to Parramatta Train Station.
• Monday - Friday, 9am - 5pm, with flexibility around these hours.
• The team operates between 6am and 11pm, with some after-hours on-call support required for emergencies.
• Must be an Australian Citizen and eligible to obtain NV1 Defence Security Clearance.

Why Join Ventia?

• Work across 13 diverse portfolios with plenty of variety.
• Opportunity to drive continuous improvement and make a real impact.
• Strong career pathways and professional development opportunities.
• Supportive, inclusive and high-performing team environment.
• Comprehensive onboarding and ongoing training.
• Access to VenPerks, including discounts on health insurance, hotels, car hire, retail and more.
• Join a leading ASX-listed company.

About the Role

As Team Leader, you’ll oversee the day-to-day performance of your team, ensuring high-quality customer service, effective workload management and strong operational outcomes.

You’ll be responsible for:

• Leading, coaching and mentoring a team of approximately 15 Customer Service Coordinators.
• Managing daily operations, staffing, coverage and performance.
• Acting as the first escalation point for customer and operational issues.
• Monitoring KPIs, SLAs, compliance and service delivery.
• Managing incidents, escalations, faults and service disruptions.
• Supporting continuous improvement and process development.
• Managing stakeholder relationships across clients, Ventia and external agencies.
• Supporting contingency planning, disaster recovery and post-incident reviews.

About You

You’ll have:

• Proven experience leading a team of 15+, ideally in a contact centre or customer service environment.
• Strong coaching, mentoring and people-management skills.
• Experience working across multiple contracts or business areas, with the ability to quickly understand processes, systems and requirements.
• Excellent communication, stakeholder management and problem-solving abilities.
• A hands-on, collaborative and accountable leadership style.
• The resilience and confidence to manage challenging situations and competing priorities.
• Strong customer service and work management skills.
• Genesys Pure Cloud and SAP experience will be highly regarded.

About Ventia
As a leading services provider, we maintain, operate, and manage the essential infrastructure that makes modern life possible across Australia and New Zealand. With more than 35,000 employees and subcontractors across 400 sites, joining Ventia means becoming part of a team that values its people, supports career growth, and helps everyone go further towards their full potential.
   
Our commitment to Fairness, Inclusion and Respect shapes how we lead, collaborate, hire and support one another. We welcome applications from people of all ages, abilities and backgrounds, including Aboriginal and Torres Strait Islander peoples, and people of all genders, identities, sexual orientations, beliefs and caring responsibilities. We are dedicated to providing an accessible recruitment process and encourage you to request adjustments at any stage.   

How to apply    
Click the Apply Now button to start the journey to find your further with Ventia.  

Position Reference Number: 168441