HR Channel Manager

3 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**HR Channel Manager**
- ** DCS Clerk Grade 9/10 - base salary starting at $120,859 - $133,183 p.a + super**:

- **Parramatta location - flexible working conditions available across NSW**:

- **Multiple opportunities - ongoing and temporary**:

- **Great team culture**

New year, new role? Want to be recognised for your channel management expertise? Come join us and achieve big things We have an opportunity to join our sector leading team of supportive and innovative HR practitioners. People are at the heart of all we do and together, we make a difference.

**About the Opportunity**

We are seeking talented and?highly?driven HR omni channel management expert to join our Operational Excellence team. You will plan, design and implement an HR omni channel strategy for our People & Culture contact centre and triage team that enables effective execution across multiple channels to support the business to successfully deliver all key people milestones.

Love creating and building a channel management team and workstreams from an already established baseline of HR professionals? Excellent, we’re ready for you. This role is an opportunity to put your previous business partner and channel management experience to the ultimate test.

Consulting with specialist teams you will identify and coordinate opportunities to improve people, culture and workforce processes and contact centre service delivery and promote the implementation of innovative and best practice solutions for leadership teams across the department, made up of 15 different businesses comprising of approximately 13,000 employees.

You will make your mark by designing and implementing the new HR Channel Management stream for the P&C Contact Centre for the 13,000 employees across the department.

**About People & Culture**

Across DCS, our three P&C Portfolios support over 13,000 + teammates working across multiple agencies who deliver on our vision to be the world’s most customer-centric government. People & Culture are focused on delivering a better people experience, supporting and enabling the business to deliver success and adopt new ways of working by embracing innovation and positive collaboration.

**A typical day of work for you might include**:

- Leading the planning, design and delivery of complex projects, including the HR Channel Management Strategy.
- Managing, coaching and developing a team dealing with people and culture related enquiries received across multiple channels, to deliver quality customer outcomes and experience and drive the development of a customer service culture.
- Undertaking environmental scanning, analysis and interpretation of workforce analytics and other organisation data to identify emerging issues and risks to provide focused and pragmatic advice to senior stakeholders to improve culture and workforce processes across DCS

**Let’s talk about you**

To be successful in this role you will possess a great blend of skills and experience, including:

- A customer-centric mindset and passion for community.
- Strong ethics and values that align to our customer service driven culture.
- Strong decision-making skills as well as excellent communication and stakeholder engagement skills.
- You have a background in delivery of integrated advice and omni channel services across a full range of people, culture or similar programs
- You have experience, or the confidence needed, to articulately present complex information to stakeholders from across the business, including to an audience of senior executives.
- Demonstrated experience to engage and motivate staff and develop capability across the team.

**Okay, so what’s next?**

Salary Grade 9/10, with the base salary for this role starting at $120859 base plus superannuation

**Closing Date: Wednesday, 28 **February** 2024 at 9.59am**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

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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