Service Centre Manager

2 weeks ago

Illawarra, Australia Service NSW Full time

**Service Centre Manager (Service Centres)**
**Salary: Service NSW Grade 7/8 starting at $98,941 base plus employer's contribution to superannuation and annual leave loading**
**Location: Mittagong and Bega Service Centres**
**Employment Status: Full-time - ongoing and temporary opportunities**

We are currently recruiting for the position of Service Centre Manager at the following Service Centres:
*Mittagong Service Centre - Full-Time Ongoing Opportunity
*Bega Service Centre - Full-Time Temporary Opportunity (Up to 5 months)

**Please note: this recruitment will only be used to fill this specific vacancy and to create a talent pool for this specific location and immediate surrounding area.**

**About the opportunity**:
***If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you.

You will manage the day to day operations of a service centre to ensure efficient delivery of services to the Customers of NSW in accordance with the Service NSW vision, mission and values. The role also inspires the Service Centre team to draw on the best in service delivery to provide a positive customer experience.

**Key accountabilities**:

- Manage the day to day operations of a small service centre, to deliver timely, efficient and diverse face-to-face integrated services to the customers of NSW that maximises a positive customer experience
- Identify, implement and maintain effective business processes including customer experience improvement programs in the centre to support consistent service delivery across the network to optimise service delivery efficiency and effectiveness.
- Manage and resolve complaints as per standards and guidelines and identify trends and improvement opportunities to improve customer service outcomes.
- Develop and maintain effective relationships and collaborate with internal customers and stakeholders and to improve performance measures, tools and processes to enhance business systems, processes and workflows in the centre.
- Lead team management, work planning, coaching and professional development initiatives to align resources to deliver priorities and a positive customer experience.
- Drive compliance in accordance with legislation and standards to ensure confidentiality, privacy and integrity of information is adhered to.
- Monitor, analyse and evaluate work volumes and other data to identify trends and new or emerging issues and recommend changes and strategies to inform decision making and enhance team and business activities and services.

**Hours of work**
Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre Herehere.

The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.

Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays.

**Salary**

Service NSW Grade 7/8 - base salary for this role ranges between $98,941, plus employer's contribution to superannuation and annual leave loading.

How to Apply

Provide a cover letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).

**This assessment process will be used to fill this specific vacancy.**

**About Service NSW**

Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

**Further Information**

Click Here to access the Role Description.

**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

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