We currently have an opportunity for a Team Leader. Join our team and play a key role in ensuring operational excellence and responsive service delivery. Reporting to Service Manager, you'll help deliver high-quality outcomes that support our essential services.

Te Kōwhiringa | The Opportunity

Downer Direct is an integrated operations hub that exists to provide a single, trusted point of contact for internal (Contract Managers and other contract team members) and external (customers and sub-contractors) stakeholders within our Social Infrastructure & Citizen Services business (SI&CS). Our purpose is to make access to services simple, reliable and responsive – connecting people to the right support at the right time. By combining compassionate service with operational excellence, Downer Direct strengthens trust between the business, our customers and our communities.

The individual in this role will be responsible for managing a team of Service Delivery Coordinators who will deliver the end-to-end work order management process across a range of contracts in SI&CS, adhering to contract KPI requirements. This role will also play a critical part in ensuring any issues regarding performance aligned with contract KPIs are proactively worked through to achieve an optimal outcome for both Downer and the customer.

What You’ll Do (key responsibilities)

This role offers a broad scope, with key responsibilities including:

• Team development planning including performance review management, onboarding, goal setting and one-on-one coaching.

• Driving staff engagement and promoting a positive culture through an evolving environment (leading through change).

• Understanding of workforce planning and scheduling.

• Attention to detail and desire for accuracy.

• Ability to multi-task and manage competing priorities, demonstrating effective time management skills.

• Demonstrated ability to apply active listening skills to achieve positive relationship outcomes.
  

Nga pūkenga matua | Important Skills (experience required)

• Experience in customer service environment preferably within facilities Management.

• Strong understanding and experience of contact centre operations, including digital channels.

• Experience with use of relevant call centre software programs.

• Demonstrated experience in people management - leading, coaching, mentoring, performance management etc.

• Demonstrated problem solving ability (take ownership for actions and use initiative to get results).
  

More than anything, you’ll bring a strong work ethic, a positive attitude, and a commitment to delivering high-quality outcomes for our clients.

Ko wai mātou | Our Organisation

At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.

Ko te take ka parekareka e koe ki te mahi ki kōnei | Why you will enjoy working here

We’re proud of our high-performance culture and commitment to diversity, offering:

• Training and development to support and diversify your career.

• With 30% of vacancies filled internally you’ll find real opportunities to advance your career.

• Perks@Downer: healthcare discounts, great savings on retail purchases, car purchases and much more.

• Employee Assistance Program: professional support for you and your family when you need it most.
  

You want your work to matter and so do we. With over 26,000 people across Australia, New Zealand and the Pacific, our team is made up of individuals with unique perspectives, backgrounds, and ideas.

We know that diversity makes us stronger and we actively celebrate it through our commitment to inclusion and belonging.

We’re committed to building a team that reflects the diverse communities we serve and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals. Even if your experience doesn’t align perfectly with this role, we’d still like to hear from you. If it feels like the right fit, apply - potential counts, and so do you.

If you need support or adjustments through the recruitment process, just let us know, we’re here to help you put your best foot forward.

Me pēhea ki te tono | How to apply
Click "APPLY" and please include your CV. The reference number for this role is 733637.

We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test, medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement, please talk to our team.