ABOUT WILSON:

Join Wilson Parking for more than just a job. You'll be part of Australia’s top Parking Operator, where we prioritize our people and customers, pushing industry boundaries with innovation. Whether it's pioneering online booking services or our award-winning app, we're committed to making parking seamless in every city.

Our pride lies in our technology, car parks, and exceptional service, but above all, in our inclusive team culture. Join us for comprehensive training, personal development plans, and the opportunity to thrive in one of Australia’s leading organisations.

ABOUT THE ROLE:

Melbourne CBD working location
Full-time permanent position
Rotating roster between 7:00 AM and 9:00 PM Monday-Sunday
Competitive salary
Free parking

Wilson Parking is seeking a ParkWatch Day Team Leader to support the ParkWatch Team Manager and provide guidance to Customer Service Officers through your subject matter expertise. In this role, you'll be responsible for performing administrative follow-up and managing escalations on behalf of the team.

This is a fantastic opportunity to step into a leadership role and make a real impact by guiding and supporting a dynamic customer service team.

DUTIES & RESPONSIBILITIES:

• Efficiently managing the shared inbox
• Conducting data cleansing within credit card systems
• Overseeing the end-to-end resolution of escalated outages
• Ensuring team adherence to shift schedules and roster compliance
• Monitoring and maintaining real-time metrics such as Average Handling Time (AHT) and Average Speed of Answer (ASA)
• Handling inbound and outbound calls via intercom and phone systems
• Managing customer escalations and de-escalating issues in real time
• Training and providing continuous support to Customer Service Officers

ABOUT YOU:

• Clear, confident guidance and authentic leadership that inspires trust
• A lead-by-example approach with a genuine passion for delivering a world-class customer experience
• Exceptional attention to detail, paired with strong problem-solving and critical thinking skills
• High emotional intelligence to foster effective relationships across all levels
• A strong sense of integrity—always doing what’s right for the customer, not just what’s easy
• Flexibility to work a rotating roster between 7 a.m. and 9 p.m., Monday to Sunday, including public holidays
• The ability to motivate, support, and drive team performance
• Adaptability and openness to change, with the capability to implement new processes smoothly
• Previous experience in a call centre environment (experience with parking systems is highly regarded)

If you are interested in these opportunities, click on apply and submit your resume today!

At Wilson Parking, we are building a workforce that is representative of the community we protect. We welcome people from diverse backgrounds and are committed to supporting our Aboriginal and Torres Strait Islander Peoples with employment and career opportunities. We have an inclusive culture where innovation and teamwork are encouraged. If you wish to make a positive change in your community, contact us today.