Registry Team Leader, Vulnerable Communities

3 months ago

Sydney, Australia NSW Department of Customer Service Full time

**Clerk Grade: 7/8**
**Employment type: 1 x full-time ongoing opportunities**
**Hybrid working arrangements. Home office base of Pyrmont, Sydney.**
**This role leads the Vulnerable Communities team in the NSW Registry of Births, Deaths and Marriages.**

***
**About the Registry**
The NSW Registry of Births, Deaths and Marriages is an agency within the NSW Department of Customer Service. The Registry was formed in 1856 to register life events in NSW accurately and securely for all time. This includes the registration of births, deaths and marriages and official changes of name and sex.

**About the teams**
The team attend community events in various metropolitan, regional and rural locations across NSW. The provide services to support vulnerable communities, including free or discounted birth certificates and late birth registrations.

**About the role**
This is an exciting opportunity to make a difference to the most vulnerable individuals and communities in NSW. The role leads and coordinates a range of complex Registry services while assisting in planning, development and delivery of community-based events and outreach services.

**The responsibilities for this role**:

- Manage a team, building a positive and productive culture, facilitating regular and effective communications, recognizing the efforts of the team and reinforcing collaborative behaviors to deliver effective and high-quality service provision.
- Address complex client issues of a sensitive nature in a timely manner and in accordance with appropriate legislation, policy and procedures to ensure issues are solved efficiently and effectively and support the delivery of optimum customer service.
- Lead the delivery and coordination of community engagement strategies, tasks and projects in accordance with relevant legislation, policies and procedures to support delivery of Registry objectives.
- Engage positively and regularly with partners/service providers to identify local issues and impacts that are relevant to outreach activities, with the aim of collecting, compiling and documenting feedback and impacts to ensure customer needs are identified and addressed.
- Review and manage workforce planning requirements to proactively address the impact of any campaign/event during the planning stages, to ensure the availability of additional resources to manage increased referrals.
- Organise, support and conduct presentations, training and information sessions to increase awareness of registry initiatives and access to available services, and educate partners/service providers on relevant legislation, regulations, and procedures to improve compliance.
- Develop and implement processes for improvements in work practices and capability uplift programs to foster knowledge sharing and continuous learning in the team and drive ongoing improvements to service delivery.
- Input data, monitor, review and report on the service delivery performance to identify trends, issues and areas for improvement to inform decision-making

**To be successful in this role you will demonstrate the ability to**:

- ** **Develop and maintain relationships with the local community and partners given some areas may have limited and/or restricted access and contact in remote and regional locations
- Demonstrate cultural sensitivity, and engage with and integrate the views of others in an inclusive, constructive and respectful way

**What we need from you**:
**Clearly detail your skills and experience as relevant to this role with**:
**An up-to-date CV of no more than 3 pages**
**A brief cover letter (1 page preferred)**
**Responses to the following targeted questions (approximately half a page each)**:

- ** **Provide an example of when you have delivered or resolved an issue with a client or customer with complex needs.
- Provide an example of your community event management (or other event) experience.

Salary Grade 7/8, with the base salary for this role starting at $120,859 base plus superannuation

**Closing Date: 10th September 2024, Tuesday(9:59)**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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