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Assistant Director
1 month ago
Ongoing Executive Level 1 opportunity
- Position available in Adelaide or Perth
We are seeking an Assistant Director - Customer Service Delivery to manage our Perth and Adelaide sites within the Customer Services Branch. Full-time and part-time hours are available. Successful applicants will be required to work part of the week out of one of the advertised office locations, and may also work some of the time from home.
**About the FWO**
The Fair Work Ombudsman (FWO) is an independent statutory office established by the Fair Work Act 2009. Our role is to promote harmonious, productive and cooperative workplace relations and ensure compliance with Australian workplace laws. We are valued by the community for supporting compliant, productive and inclusive Australian workplaces and we deliver practical workplace relations advice and assistance.
**About the Branch**
The Customer Services Branch provides tailored advice, education and assistance to employees, employers and their representatives regarding workplace laws.
The Branch has 250 employees spread across five locations and consists of the following teams:
Customer Service Delivery - answer telephone and digital enquiries made to our national contact centre.
Assessment Team - assess requests for assistance and assist employees and employers resolve workplace issues.
Customer and Employee Experience - responsible for managing change, communications and process improvement, service delivery principles, customer and employee insights and workforce management.
The Customer Service Delivery Team plays a critical role within the agency by resolving incoming enquiries from the general public regarding workplace issues. We provide personalised and accurate advice and information to both employers and employees on a number of workplace relations issues, such as wages, leave, entitlements and other complex conditions of employment.
**About the Role**
In this position, you will be responsible for the operational management of both the Perth and Adelaide teams comprising of approximately 40 staff.
You will be passionate about providing a high-quality service to the Australian public and developing and coaching staff to achieve results. You will demonstrate the ability to successfully lead large teams in a fast paced, high volume customer service environment.
If you are interested in working in an environment which is innovative, dynamic and continually seeks to deliver the best possible tailored service offerings to customers, this is the role for you.
**What we offer you**
We provide a diverse, inclusive and supportive work environment with access to:
- Great training and development opportunities
- Generous leave and flexible working arrangements
- Our Employee Assistance Program (EAP), a free counselling service for you and your family
- A competitive salary, plus 15.4% superannuation
- Rewards and recognition initiatives
**We Value Diversity**
**Eligibility**
- To be eligible for employment with the FWO you must be an Australian citizen.
**Typical Duties**
The duties of the Assistant Director - Customer Service Delivery include, however, are not limited to:
- Leading two geographically dispersed teams of 40 customer facing staff to deliver advice and assistance through the Fair Work Infoline and our digital channels;
- Lead, manage and coach site-based leadership teams who are responsible for managing staff, and ensuring delivery of customer service;
- Guide and support the leadership team with more difficult performance management and people issues and taking ownership of more complex matters;
- Thinking strategically to develop and implement strategies and initiatives to ensure an optimal customer and employee experience;
- Ensuring the day-to-day operations of the Perth and Adelaide sites are carried out effectively and efficiently;
- Translating change initiatives into practical strategies and practices; and
- Establishing and maintaining effective relationships with peers and stakeholders.
**Selection Criteria**
- **Leadership**:Success in leading a large team or teams in a high-volume service delivery environment by promoting a positive culture and developing and coaching team members to achieve results in a changing environment.
- **Achieves results**: Proven ability to lead a team to achieve strategic priorities or business objectives.
- **Communicates with influence**:Demonstrated experience in communicating with influence.
- **Shapes strategic thinking**:Demonstrated ability to ensure team members understand how their work is contributing to the agency’s strategic priorities. Uses evidence and research to develop strategies to meet the future needs of the agency.
- **Cultivates productive working relationships**: The ability to cultivate productive working relationships with internal and external stakeholders to deliver positive customer and employee outcomes.
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