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Customer Care Team Leader

4 months ago

Adelaide, Australia SA Government -DEPARTMENT FOR INFRASTRUCTURE AND TRANSPORT Full time

**Department for Infrastructure and Transport**
**Job reference**: 600253

**Location**: 5000 - ADELAIDE

**Job status**: Short Term Contract

**Eligibility**: Open to Everyone

At the Department for Infrastructure and Transport, we are connecting South Australia to keep our State moving. We are responsible for delivering a multi-billion-dollar pipeline of transformative transport and social infrastructure projects, operating and maintaining thousands of kilometres of roads and managing our city’s public transport network.

Our work encompasses every part of our State; from our cities to our regions, connecting and strengthening community. We value diversity and inclusion and foster an environment of collaboration, flexibility, and support for our people.

The South Australian Public Transport Authority (SAPTA) is committed to providing well connected and customer focused services for mass transit movements that can be delivered safely, efficiently and sustainably. At SAPTA we deliver an improved public transport experience through enhanced communication capabilities, improved network efficiency and responsiveness to customer demand. We partner with our transport operators to deliver the services that our customers need, when they need them.

**The Opportunity**
We are currently seeking a dynamic and collaborative Team Leader to support our Customer Care Team who provide advice and support to the South Australian community and its visitors through the Adelaide Metro InfoLine and InfoCentre.

As a regular point of contact for all public transport users (Train, Tram or Bus), our team plays a crucial role in providing accurate and timely information, guidance, and support related to the use of our State’s public transport network and the commuting experience.

The Team Leader is responsible for providing efficient supervision and training to the team of Customer Service Officers and in ensuring successful day-to-day management of operational activities. This includes providing specialised assistance for technical product and system questions, protecting and balancing significant cash reserves, and responding to escalated complaints from public transportation users in real time.

The Team Leader collaborates closely with internal and external stakeholders to support cross-functional work programs and administrative needs.
- Excellent communication and engagement skills, with the ability to convey information clearly and concisely with a diverse range of customers.
- Experience and enthusiasm in providing a responsive and helpful service to the community.
- Problem-solving skills and the ability to handle challenging situations with professionalism and empathy.
- Supervision and/or Team Leader experience within a customer service environment.
- Ability to allocate work, monitor and maintain the standard of work quality and provide feedback and a point of escalation.
- A positive and collaborative approach in working as part of a team, including adapting to change by way of leading by example and showing resilience.

**Special Conditions**
- A National Police Check (NPC) which must be renewed every three years.
- A Department for Human Services (DHS) Working with Children Check (WWCC) which must be renewed every five years before expiry.

Some intra / interstate travel may be required.

**Tenure of Vacancy**
Temporary appointment up to 12 months

**Remuneration**
ASO4 - $75,430 to $79,070 per annum

**Enquiries**
Stan Conway-Lyden
Workforce Coordination Lead
Telephone: (08) 7133 2603

**Application Instructions**
Applications can be submitted online by clicking the 'Apply' button.

Applicants are required to submit a curriculum vitae and a cover letter of no more than two pages addressing the selection criteria in the attached role statement.

**Our Commitment**

As a WE’RE EQUAL organisation we are committed to treating everyone equally, proudly promoting our Department, and all its spaces as safe places for everybody.

Role Statement - Team Leader (ASO4)

**Applications close**: 23/06/2024 9:00 PM

**Flexibility Statement**
The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.