Team Capability Support Officer

3 months ago

Sydney, Australia NSW Department of Customer Service Full time

**Team Capability Support Officer, Births**
**Clerk Grade: 3/4**
**Employment Type: Ongoing, Full-time**
**Location : Principally office based in Pyrmont, Sydney with limited hybrid working arrangements.**
**This roles sit within the Births team in Civil Registration Services within the NSW Registry of Births, Deaths and Marriages (BDM).**

**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**
This ongoing role sits within the Births team.

**The responsibilities for this role**:

- Act as the first point of contact for the team on a day-to-day basis for queries on how to perform specific tasks, providing coaching and advice, and contributing to a collaborative knowledge-sharing culture to ensure effective service delivery.
- Support the development of training materials and organise group and individual training sessions for staff new to the team to facilitate team capability and meet business objectives.
- Gather feedback from the Team Leader and staff to evaluate the training and implement measures to improve training effectiveness.
- Provide regular refresher training as well as keep the team informed regarding updates to procedures and work instructions to equip team member with latest changes and trends.
- Work closely with the relevant teams to contribute to the capturing, authoring, refining and publishing of knowledge items to ensure content is current, fit-for-purpose, accessible and relevant, and meets policy and legislative compliance requirements.
- Provide guidance to staff in accessing and using work instructions and quick reference guides to improve productivity and capability in the team.
- Work closely with relevant stakeholders to resolve queries on complex matters and disseminate the learning across the team to further build team capability.

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

- ** **Maintain a thorough knowledge of practice and procedures related to the registration of matters within the regulatory environment.
- Deliver high-quality technical training and guidance to the team and responding to a wide variety of technical queries from the team.
- Present technical and business information in a concise and accessible way that is understood by the team, especially staff new to the team.
- Keep up to date with information and knowledge required to deliver quality service.

**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)**

Salary Grade 3/4, with the base salary for this role starting at 79,032 base plus superannuation

**Closing Date: 13th September 2024, Friday (9:59 am)**

**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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