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Team Lead P&C Contact Centre

1 month ago

Sydney, Australia NSW Department of Customer Service Full time

**Team Lead P&C Contact Centre**

**Clerk Grade**:9/10, Ongoing, Full-time 35 hours per week
**Location**:4PSQ Parramatta or Gosford (travel required between these locations)
**Salary Range**:base salary starting at $120,859 p.a + superannuation
**HR Business Partner Portfolio 1 team, People & Culture, Department of Customer Service**
- Take charge of a dynamic team in the People & Culture Contact Centre, guiding and mentoring professionals passionate about customer service.
- Drive the planning and implementation of new contact channel streams, contributing to innovative solutions that enhance our service delivery.
- Foster a culture of curiosity and exploration, encouraging your team to identify and pursue opportunities for process enhancements.

***About the Opportunity**:
We are seeking an experienced and passionate Contact Centre Team Leader to join our People & Culture Contact Centre team, which supports our workforce of over 12,000 staff across the department. The contact centre plays a vital role in providing People & Culture and HR support to internal staff within the Department of Customer Service.

In this role, you will be responsible for the planning, design, and implementation of new contact channel streams for our People & Culture Contact Centre, ensuring we successfully deliver all key people milestones.

If you are passionate about creating and developing a contact centre team and workstreams from an established foundation of People & Culture professionals, this role offers an exciting opportunity to leverage your business partner and contact centre management experience to its fullest potential.

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

- A customer-centric mindset with a passion for community engagement.
- Strong ethics and values that align with our customer service-driven culture.
- Excellent decision-making and communication skills, with a talent for stakeholder engagement.
- A background in delivering integrated advice and contact centre services related to people and culture or similar programs.
- The ability to present complex information clearly to diverse stakeholders, including senior executives.
- Demonstrated experience in agile project management, with a focus on continuous improvement and innovation.
- Expertise in the design and implementation of contact centres.
- A proven track record of engaging, motivating, and developing team capabilities.
- The ability to thrive in a fast-paced environment and adapt quickly to change.

A typical day of work for you might include:

- **Drive Excellence**: Design and implement an innovative HR omni-channel strategy that enhances communication and optimises customer experiences.
- ** **Empower Your Team**: Manage, coach, and inspire a team dedicated to addressing people and culture inquiries across multiple channels, ensuring efficient and high-quality service.
- ** **Foster a Customer-Centric Culture**: Lead the charge in developing a culture that prioritises exceptional customer service, creating valuable resources and processes that support our mission.
- ** **Provide Expert Guidance**: Offer specialized HR and People & Culture advice on complex inquiries, leveraging your knowledge to achieve effective outcomes for our clients.
- **Monitor Performance**: Oversee team performance against set metrics and standards to ensure the achievement of business objectives and Service Level Agreements, facilitating a great customer experience.
- ** **Analyse and Innovate**: Conduct workforce analysis to identify emerging trends and challenges, providing insightful recommendations to enhance leadership capabilities.
- **Collaborate for Success**: Work with specialist teams to implement innovative solutions that improve our people and culture processes.

***Looking for more information about the role?**

***Targeted Question**:

- "_Can you describe a specific instance where you successfully led your team in achieving key performance metrics in a contact centre focused on HR or people and culture services? What strategies did you implement to ensure effective service delivery and what outcomes were achieved?"_

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

**Closing Date**:Wednesday, November 20th, 2024 at 10:00 am

**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