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APS 5 Senior Service Delivery Officer
3 months ago
Reporting to the VAN Manager (APS 6), the Senior Service Delivery Officer (SSDO; APS 5) is responsible for managing a team of Client Contact Officers (CCO's; APS 3 and APS 4) working in a call centre environment. They are primarily responsible for ensuring team members are adequately trained, supervised, and receive ongoing performance development and feedback so that external clients have a positive experience when contacting the department. This occurs through active call monitoring and ongoing people management.
The SSDO develops and delivers onboarding and training materials, ensuring they are nationally consistent. It also acts as a first point of contact for any escalated issues, which may include more complex or sensitive calls received by Client Contact Officers, or technical / system issues. The role identifies patterns in technical issues and gaps in the knowledge of CCO's and seeks to address these. The role also develops task cards and may liaise directly with external stakeholders in relation to more complex requests. The role applies significant technical and corporate knowledge, and builds the capability of more junior staff through feedback, coaching and on the job training.
Duties
Eligibility
Reporting to the VAN Manager (APS 6), the Senior Service Delivery Officer (SSDO; APS 5) is responsible for managing a team of Client Contact Officers (CCO's; APS 3 and APS 4) working in a call centre environment. They are primarily responsible for ensuring team members are adequately trained, supervised, and receive ongoing performance development and feedback so that external clients have a positive experience when contacting the department. This occurs through active call monitoring and ongoing people management.
The SSDO develops and delivers onboarding and training materials, ensuring they are nationally consistent. It also acts as a first point of contact for any escalated issues, which may include more complex or sensitive calls received by Client Contact Officers, or technical / system issues. The role identifies patterns in technical issues and gaps in the knowledge of CCO's and seeks to address these. The role also develops task cards and may liaise directly with external stakeholders in relation to more complex requests. The role applies significant technical and corporate knowledge, and builds the capability of more junior staff through feedback, coaching and on the job training.
Duties
Notes
This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.
Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit:
Candidate Information Pack
- Start your application by clicking the "begin" button.
