Aps 5 - Customer Service Team Leader

2 weeks ago

Campbell, Australia Australian Government Department of Defence Full time

$78,143 - $83,700 (plus Super)
- Campbell Park - ACT

**The Role**
In this position you will be responsible for, or contribute to:

- Supervising a dedicated team of customer service experts to effectively deliver a range of AGVSA services to ensure AGSVA meets its Service Level guidelines.
- Fostering a culture of customer service excellence, striving to exceed customer expectations and maintaining high customer satisfaction levels.
- Supporting and inspiring a team environment with an open communication culture.
- Managing complex enquiries and customer service issues, ensuring customer concerns are addressed promptly and appropriately, by providing effective solutions.
- Developing and maintaining collaborative and effective relationships with key stakeholders, including customers and interdepartmental teams to ensure cohesive processes and timely resolution.
- Overseeing day-to-day operations, including delegating tasks and communicating clear team deliverables.
- Monitoring, analysing and reporting on performance metrics, identifying areas for improvement, and implementing corrective measures through coaching conversations as needed to drive improvements.
- Identifying and implementing training and development opportunities for team members, ensuring they are appropriately skilled, informed about the Defence Values and committed to upholding them.

**About our Team**
The Australian Government Security Vetting Agency (AGSVA) is the central vetting agency for the Australian Government and conducts security clearance assessments for federal, state and territory agencies.

The role is faced paced, comprising complex tasks and responsibilities in a challenging and rewarding environment.

We are seeking someone who inspires others and thrives in a high tempo, high pressure environment to provide effective guidance, advice and support to their team, and the security clearance community more broadly.
- Excellent organisational, interpersonal and communication skills.
- Proven ability to handle multiple priorities and lead change.
- Knowledge of performance evaluation and driving customer service metrics to achieve improved outcomes.
- An understanding of, or ability to gain an understanding of and comply with relevant legislative frameworks, whole-of-government decision-making and AGSVA’s mission and policy requirements.

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