Contact Centre Lead

3 weeks ago

Sydney, Australia NSW Government -Elections Full time

**_Full-time permanent opportunity to lead, coach and support a contact centre team in a dynamic environment _**:

- **_Continue to build your leadership qualities and skills within a collaborative supportive team_**

**About the Role**

The Contact Centre Lead coordinates and implements contact centre operations across multiple electoral processes in order to meet customer and business requirements. The contact centre team handles inbound contacts including elector, election and non-voter enquiries across multiple channels and the Contact Centre Lead is required to plan, train and lead an expanding team and prepare complex correspondence and reports on elector and financial activities.

The role is an Ongoing position.

**About the NSW Electoral Commission**

The New South Wales Electoral Commission delivers trusted and independent systems, processes, oversight and engagement that support democracy in New South Wales. Our vision is to maintain confidence in the integrity of the democratic process and make it easy for people to understand and participate.

Our work includes:

- Running elections;
- Communicating and engaging with the public and our stakeholders; and
- Investigating possible offences and enforcing electoral laws such as the Electoral Act 2017 and the Electoral Funding Act 2018

**What we offer**
- Opportunity to work on large scale events and assist your local community
- Career development opportunities
- Employee Assistance Program
- Access to Fitness Passport for eligible staff

**Key knowledge, experience and essential requirements**
- Tertiary qualifications or equivalent professional experience.
- Experience in contact centre management including working with stakeholders to set and meet requirements, coordinate support and implementation, and maintain business continuity plans.
- Ability to prepare complex correspondence and reports
- Proven track record in building and leading a team to deliver excellence in customer service.
- Excellent communication and interpersonal skills
- Ability to multitask, prioritise, delegate and manage time effectively
- Politically neutral with no affiliation to political parties or lobbyists/campaigners
- Satisfactory Criminal Record check result

**How to apply**
- What steps have you taken to ensure your team remain compliant? How is this measured and reported? (maximum 300 words)
- What best practice have you implemented in your current role within a contact centre environment? Why did you implement this and how was it received? (maximum 300 words)

You should include a covering letter summarising your skills, knowledge and work experience, along with an up-to-date resume which clearly detail your skills and experience as relevant to this role.

For further information regarding the role please download the Role Description

Applications received and completed after closing time will not be considered for selection.

The selection process will include a range of assessment techniques to assist in determining your suitability for the role.

**Other Information**

A talent pool may be created from this recruitment action for ongoing and temporary roles of the same work classification that may become available for filling over the next 18 months.

This role is based 5 days a week at our Elizabeth Street, Sydney Office.

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