Team Leader, Contact Centre

3 weeks ago

Adelaide CBD, Australia SA Government -DEPARTMENT OF TREASURY AND FINANCE Full time

**Department of Treasury and Finance**

**Job reference**: 547814

**Location**: 5000 - ADELAIDE

**Job status**: Short Term Contract

**Eligibility**: Open to Everyone

**About RevenueSA**

As South Australia’s designated provider of revenue and grant services, RevenueSA collects tax revenue to deliver essential services to the state. The organisation is pivotal in ensuring the safety, security, and prosperity of South Australia by funding services relating to public health and safety, education, law and order and the state emergency services.

Underpinned by the core values of Purpose, Culture, Opportunities and Benefits, RevenueSA strive to foster an inclusive, collaborative, and positive environment. Driven by a customer centric approach providing the right information, in the right way, at the right time, RevenueSA employ a highly skilled workforce to ensure the delivery of contemporary and innovative tax and grant services.

**About the Role**

As the Team Leader within Revenue SA, this role will see you provide operational support to the contact centre team. You will be required to provide assistance to the Contact Centre Manager, including supervision of staff, coordinating efficient operations and organising resources through weekly schedules. The successful incumbent will be required to motivate and support the team, able to manage changing priorities, train and develop assigned staff, whilst ensuring customer and staff interactions are optimal in a fluctuating environment.

**Key responsibilities**:

- Lead and guide multifunctional customer service teams, assisting them in achieving performance outcomes and duties, whilst being focused on team targets.
- Motivate and encourage staff, develop and supervise their team on a regular basis to ensure agreed targets are met
- Accountable for human resource allocation through completing weekly rosters, managing absenteeism requests and assisting with plans to support any behavioral or performance concerns
- Work with internal and external stakeholders to facilitate training and execute plans to ensure all staff have access to regular training and development necessary for the provision of a high standard of service
- Supervise and co-ordinate the work of others and ensure outcomes meet required standards.
- Develop, implement and review associated policies, procedures, systems and training programs
- Identify key issues, and at times develop clear, concise written reports with logical conclusions and recommendations.

**Key requirements**:

- Demonstrated ability in working effectively under limited supervision and communicate effectively in both written and verbal form with Senior Management, staff and other stakeholders
- Experience in providing and coordinating customer service delivery in a demanding environment including supervising, supporting, training and motivating staff in a diverse workforce, to achieve required outcomes
- Display a high degree of initiative, motivation, and ability to set and achieve goals through plans and strategies while at times, working under considerable pressure.
- Able to interpret legislation and experience in development and implementation of policies, procedures and/or training programs.
- Deal effectively in the resolution of conflict situations, supervise and co-ordinate the work of others and ensure outcomes meet required standards.
- Tertiary qualification in Business, Commerce, Management or related discipline will be highly desirable

This is an exciting opportunity for a highly motivated up and coming leader, who has a degree of people supervision experience and are looking for an opportunity that allows them to further develop into a leadership role. You will be joining RevenueSA on a 12-month contract, situated in a fantastic Adelaide CBD location.

Overall, you will have a focus on motivating and supporting a large and diverse team to achieve key outcomes, whilst implementing and driving a positive culture, aimed at improving the overall efficiency of business systems and customer service.

**Remuneration**:
ASO4 ($75,430 - $79,070)

RevenueSA actively promotes flexible working arrangements and values diversity in the workplace. We are a welcoming and inclusive workplace, committed to achieving RevenueSA’s purpose. We are positively engaged, we value each other’s contributions, and we share our successes and learnings for the benefit of the community we serve.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply, applicants are required to submit a CV and a cover letter of no more than 1500 words detailing your key experience and how it aligns to the 'Essential Minimum Requirements' listed in the Job and Person Specification. Applicants should include the name, address and contact number of three (3) referees, one being your current line manager.

**Applications close**: 17/09/2023 6:00 PM

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