Team Leader - Operational Support Centre

Downer

Lead a 24/7 Operational Support Centre team, driving customer service excellence, incident response, dispatch coordination and continuous improvement.

Are you a proven leader who thrives in a fast-paced operational environment? We're seeking an experienced Operational Support Centre Team Leader to lead our Operational Support Centre (OSC) team, ensuring the delivery of exceptional customer service, incident coordination, work request triage, and dispatch support across a 24/7 operation

Reporting to the Business Operations Manager, you'll provide day-to-day leadership, coordination and oversight of the Operational Support Centre, ensuring service continuity, operational excellence, and compliance with contractual obligations. You'll be responsible for roster management, team coaching, escalation support, performance monitoring, and driving continuous improvement initiatives.

Key responsibilities

Lead and coordinate a team providing 24/7 customer response, dispatch and incident management support.
Manage rosters, shift coverage, workload allocation and effective handovers.
Act as an escalation point for complex customer, stakeholder and emergency-related matters.
Monitor contractual response times and operational performance requirements.
Ensure accurate job logging, tracking, reporting and system data integrity.
Foster a positive, accountable and customer-focused team culture.
Build strong relationships with operational crews, supervisors, clients and key stakeholders.
Identify opportunities to improve processes, reporting and service delivery outcomes.

What you'll bring

Minimum 3 years' experience in customer service, call centre, dispatch, operational support or road maintenance environments.
Demonstrated experience leading, coaching or mentoring teams.
Experience managing competing priorities and working in high-pressure environments.
Strong decision-making and problem-solving capabilities.
Excellent communication and stakeholder management skills.
High attention to detail and a commitment to data accuracy and compliance.
Intermediate to advanced Microsoft Office and systems capability.
A current Class C Driver's Licence.

Downer is a company that believes people are our greatest asset. We take pride in providing career opportunities, work-life balance, and above benchmark services. We also offer a range of advantages including:

Enjoy career development opportunities, including leadership programs like Thrive and Own Career
Work with a collaborative, forward-thinking team that values innovation and continuous improvement
Be part of a culture that values safety, integrity, and excellence in everything we do
Proud to be recognised as a WORK180 Endorsed Employer for All Women

To apply for this great opportunity, please click on "Apply" and submit your application. We do not accept applications via email but for more information, please contact:

Alicia Jacobson - Talent and Sourcing Business Partner

E:[email protected]

Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.