Team Leader

1 week ago

Gosford Shire, Australia NSW Government -Department of Customer Service Full time

Team Leader, Building, Business & Workplace Safety (BBWS)

Grade:
Clerk Grade 7/8, $101, ,849 per annum + super

Duration:
Multiple ongoing and temporary positions

Location:
Gosford & Parramatta

Closing

Date: 6th February 2023 [9:59am]


An exciting opportunity has arisen for multiple Team Leader roles within the Building, Business & Workplace Safety (BBWS) Licensing teams.


Building, Business & Workplace Safety (BBWS) works across a broad portfolio of functions and projects to deliver better regulation in NSW.

These regulators include Safework NSW and NSW Fair Trading.

These regulators are modern, innovative and collaborative, competitive for businesses, responsive to our customers' needs, protect the community we serve and give people confidence to engage in economic and social activities.

Our vision is for a safer community and a vibrant economy, supported by better regulation.


Team Leaders will manage and lead a team by allocating and coordinating workflows and identifying best practice to ensure service delivery standards are met.

Team Leaders will need to provide customer service, information and assistance to customers on a wide range of escalated matters and deal with complex enquiries to facilitate outcomes in line with legislative requirements.


Key responsibilities

  • Manage a team and respond to highly complex escalated enquiries to complete related tasks and achieve service standards.
  • Lead and support teams through change, seek feedback provide vital input to ensure changes made are well suited to your team.
  • Monitor, review and analyse work volumes to report new and emerging issues to develop and implement systems, procedures and projects, to achieve business outcomes and improve performance standards.
  • Provide constructive feedback and coach staff to build capability and improve performance to ensure service standards are met.
  • Respond to enquiries and deliver a range of processing activities with accuracy and efficiency to ensure service is provided to expected standards.

Key challenges

  • Managing a team with a diverse range of complex matters in a high volume or sensitive customer focused frontline environment while demonstrating resilience.
  • Keeping up to date with the range, pace and complexity of information and knowledge required while deliver quality service.
  • Developing processes and plans to enhance team efficiency while acting as a change agent leading staff through change and determining solutions to problems as they arise.

To be successful in this role you will:

  • Have experience in developing and leading a high performing team with a culture of accountability and achievement.
  • Have experience in leading a team through transformational change.
  • Have a cando attitude and a passion for customer service, and experience in building a culture of continuous improvement.
  • The ability to provide specialist advice and ensure that decision making is in accordance with legislation and principles of procedural fairness.
  • Anticipate and address contentious issues, providing accurate advice and promote continuous process and service improvements, within tight timeframes.


These will be key attributes to achieve successful business operations and performance during a period of change management and business improvement.


If you said yes to the above, we want to hear from you

For enquiries regarding this position please contact Fiona Hayman or Melanie Johnson on

How to Apply

  • Please submit your CV for review (no more than 5 pages) and a cover letter of (no more than 2 pages) demonstrating your capability for the role.
**_

Salary Grade 7/8, with the base salary for this role starting at $101947 base plus superannuation

Closing Date: 6th February 2023 [9:59am]

Working at Department of Customer Service


The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture.

We support innovative programs in areas as broad as digital government, consumer protection and major public works.

We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

You Belong Here
We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

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