Team Leader, Service Delivery and Operations

1 week ago

Bendigo, Victoria, Australia Department of Treasury & Finance Full time
About us

The Department of Government Services (DGS) was established on 1 January 2023 to bring important day-to-day services together in one department to make it easy and seamless for Victorians and businesses to interact with government.

We're working to connect and digitise our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

The Shared Service Provider (SSP) is part of the Victorian Government's commitment to a whole of government approach to the provision of shared corporate services.

This role sits within the Galkangu GovHub which is a Victorian Government accommodation concept providing open plan office spaces to multiple Departments and Agencies.

This role provides critical operational support to clients, contractors, and other stakeholders within the GovHub to facilitate efficient service within the GovHub.

The successful applicant will be required on-site at the Galkangu GovHub.

The main responsibilities of the role include:

  • Provide information and assistance to visitors to the GovHub as a first point of contact
  • Assess client needs and respond to client queries about SSP services (accommodation, libraries, carpools) to support an integrated and seamless delivery.
  • Deliver a consistent service experience to all clients, across all customer interface points, including telephone, online or inperson in accordance with relevant service level agreements and SSP customer charter.
  • Assist and educate clients to accurately log inbound client service requests in specified systems
  • Maintain up to date knowledge of SSP services, teams and associated processes to be able to direct clients competently on how to access services or raise/escalation issues/complaints.
  • Assist clients with meeting room bookings including set up and pack up of rooms
  • Other duties as directed that are not listed in the position description, but which are consistent with a position of this grade and skills requirement.
About you

You are a confident communicator with excellent customer service skills looking for a diverse role supporting the effective operation of the newly built Galkangu Bendigo GovHub.

To be considered for the role, you must be able to demonstrate:

  • Previous experience in a professional customer service role with a track record of effectively managing customer queries and complaints; ideally in a service delivery environment.
  • Effective communication skills and ability to adapt style according to the requirements of each unique customer.
  • Experience proactively dealing with a broad range of customers where you effectively managed competing demands to efficiently achieve positive customer outcomes; in line with broader organisational goals and priorities.
  • Proven ability to thrive in a fast paced change environment, including demonstration of a team oriented, flexible, and proactive approach to customer service.
About our culture
We welcome applicants from a diverse range of backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, LGBTIQ, people with disability, as diversity and inclusion drives our success
All roles at DGS can be worked flexibly, this underpins a diverse, adaptive, and high-performing workforce. The nature and scope of flexible options available will depend on the nature of the position. Applicants are encouraged to discuss flexible arrangements with the hiring manager during the recruitment process.
How to apply

Note:
DTF are managing the recruitment process for this role on behalf of DGS. The successful incumbent will be onboarded and employed by DGS.

Additional information The Department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS requires all DGS employees be fully vaccinated against COVID-19 in order to undertake duties outside of their homes (unless an exception applies).

To be able to meet the COVID-19 Mandatory Vaccination requirements and for the Department to meet its obligations under the OH&S Act, the department will request employees provide their vaccination information (including 3rd dose / booster) or evidence of an exemption throughout the recruitment process.

Inability to provide this may impact your subsequent employment to the Department.

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