Customer Service Desk Supervisor

3 weeks ago

Sydney, Australia NSW Department of Communities and Justice Full time

Division: Customer Experience- Location: Sydney, NSW, AU, 2000- Req ID: 60484**Customer Service Desk Supervisor**

We have a new and exciting leadership role in the Customer Experience division.
Join NSW Trustee & Guardian and work with a team that supports people in our community to safeguard their assets.
- Full time, ongoing role 35 hours per week.
- Location: Sydney CBD or Parramatta.
- Clerk Grade: 5/6. Base salary $87,493 pa to $96,540 per year plus super and annual leave loading.

**About us**

At NSW Trustee & Guardian, we protect, promote, and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers' lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

**About the division**

The Customer Experience division provides a wide range of specialist support for NSW Trustee & Guardian including customer advocacy support, service design, marketing, brand, communications, and media services. The division also has two customer facing teams, the Customer Contact Centre who manage inbound calls for most NSW Trustee & Guardian Divisions, and the Customer Service Desk who manage enquiries, leads and appointments for the Estate Planning & Administration Division.

**About the role**

As the Supervisor of the Customer Service Desk, you would be responsible for leading a team to manage phone enquiries about Wills and Estate planning, finalise phone and online appointment bookings for customers to have a new Will or other estate management documents prepared.

The Customer Service Desk Supervisor leads a small team of customer service professionals who manage phone and online requests for Wills and Estate Planning appointments, manage and finalise those appointments and assist existing customers with Will retrieval services.

For more information about the position, view the role description

**About you**

The ideal person for this role will be:

- Experienced in coaching, supporting, and leading a small customer service or phone sales team, ideally within a legal firm or a business that has a complex or technical product
- Experienced converting enquiries into appointments
- Experienced organising team schedules, reports and working with stakeholders
- Passionate about high-quality service and support
- A skilled and engaging communicator, able to interpret customer needs and translate this into positive business outcomes.
- Inquisitive and eager to review practices and make improvements to ensure the business remains current in the market.

**Essential requirements**
- Previous experience leading a small customer service, sales or administrative team
- Previous experience working with a complex or technical product or service, ideally in a legal or professional services environment

**Our commitment to diversity**

**What we offer**

NSW Trustee & Guardian offers interesting, challenging and rewarding work that has real purpose.

Other benefits of joining us include:

- Work-life balance with some flexible work options including flex leave
- Leave options including 14 weeks’ parental or adoption leave
- Career development including study leave
- Fitness Passport

Be part of something bigger. For more about joining us, visit the Careers page on our website.

**How to apply**
- Submit a resume (maximum five pages)
- Attach a cover letter (maximum two pages) addressing the following targeted questions:

- Outline how you meet the capabilities of this role, as specified in the role description.
- Provide examples of when you have demonstrated the key knowledge and experience, and essential requirements of this role, as specified in the role description.

**Applications close: 11:59PM, Sunday, 4 June 2023**

**Notes**:

- If you need an adjustment in the recruitment process or workplace, please let us know.
- A talent pool may be created for future ongoing, temporary, and part-time roles, and is valid for 18-months.

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