Team Leader

2 weeks ago

Sydney, Australia NSW Government -Southern HDDSEM Full time

**Team Leader (Identified)**

**Housing Contact Centre**

**Clerk Grade 7/8**
- **1x Ongoing Full-Time Vacancy**:

- **Location: Liverpool**:

- **Talent Pool will be created**:

- **Clerk Grade 7/8, Base Salary range $101,947.00 - $112,849.00 pa plus superannuation & annual leave loading**:

- **Opportunities for learning, development, and internal career progression.**

**Your role**
**Do you have a passion for customer service and would like to use your delivery and management experience to help make a difference in our public housing operations?**

The Department of Communities and Justice (DCJ) vision is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.

The Housing Contact Centre (HCC) is a 24/7 contact centre of approx. 350 staff. The HCC office is located in Liverpool, with a regional offices in Broken Hill, Bega and Kempsey. The centre delivers phone support to NSW clients with access to social housing services, including Link2home crisis accommodation, Social Housing Applications and Rentstart bond loan service.

The HCC also manages the Aboriginal Enquiry line (AEL), which provides culturally appropriate services to clients over the phone between 8:30 am - 4:30 pm weekdays.

Your role is to work with a team of Aboriginal Team Leaders to closely oversee the AEL service and manage Aboriginal and Torres Strait Islander staff in your team. You will work with internal and external stakeholders to provide this service to our Aboriginal and Torres Strait Islander clients. While the AEL is primarily handled by Aboriginal and Torres Strait Islander Client Service Officers (CSO) your staff will also provide services to other vulnerable clients across NSW. This role will manage escalations, as well as lead the AEL line toward future change and development.

The role offers a generous salary package and internal career progression, including some ability to work from home.

**What you’ll do**

The role provides real-time and ongoing leadership, direction, support and feedback across own and other contact centre teams, working closely with facilitating the delivery of quality service delivery outcomes in the achievement of DCJ objectives. Undertake the management of all contact centre escalations and major incidents.

The role manages relationships, partnerships and networks between Housing Contact Centre (HCC) Aboriginal Client Service Officers, HCC Aboriginal Enquiry Officers, HCC Client Service Officers, other HCC teams and senior management. The role develops active and collaborative working partnerships with ACHP, AHO, community leaders, key government stakeholders, NGOs and Aboriginal clients to deliver housing and housing-related assistance to clients through approved services and programs.

The role will involve occasional travel to various locations across NSW.

The role may involve working across a 7 day rotating roster including a combination of day, afternoon, overnight and weekend shifts.

The role requires tertiary qualifications in a related discipline and/or equivalent knowledge, skills and experience with a demonstrated commitment to ongoing professional development.

**What we’re looking for**
- This role is open only to Aboriginal and/or Torres Strait Islander persons.
- Possession of a current NSW Driver’s Licence.
- Ability to travel occasionally to various locations across NSW.
- Working across a range of programs, policies and systems to maximise Aboriginal Enquiry Line (AEL) and service delivery outcomes.
- Communicating with some of the most disadvantaged, vulnerable clients and their stakeholders.
- Ability to uphold a high degree of sensitivity and professional empathy.
- Ability to meet the key performance indicators (KPI) to achieve satisfactory and timely resolution level of service.

**Documented verification of Aboriginality.**

The Department will accept proof of Aboriginality confirming the following:

- You are an Aboriginal person of Aboriginal descent;
- You identify as being Aboriginal; and

An acceptable form of documented verification is a “Confirmation of Aboriginality” letter, provided to you by a local Aboriginal organisation that includes a common seal from that organisation.

Download the role description.

**Benefits**:

- Salary from $101,947.00 - $112,849.00 pa plus superannuation & annual leave loading
- Industry leading training with ongoing career development and support
- Generous leave entitlements
- Diverse and inclusive organisation

**We do work that really matters**

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you

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