Team Leader

3 weeks ago

Brisbane, Australia Queensland Police Service Full time

**The core capability requirements for this role are**:

- Manage a Communications Centre team of AO4 Communications Room Operators to ensure a high level of customer service and effective resolution of issues is provided to customers in accordance with current standards and policies.
- Ensure consistent service levels are maintained through effective resource scheduling, leave management and conducting effective staff performance reviews.
- Identify and provide training and development needs and guidance to staff members as required.
- Provide high quality advice, guidance and information on service delivery, policy and procedures to team members where required and identify opportunities for improvement.
- Work collaboratively, closely and effectively with all relevant staff to ensure high quality programs, systems and processes are maintained and enhanced to provide effective customer service.
- Be responsible for the effective daily operations and management of the Communications Centre operation floor as designated by Communications Supervisors.
- Research and analyse issues related to the Communications Group and their areas of responsibility to enhance the operational effectiveness of the Communications Centre and provide advice to management on solutions.

**Role Requirements**:
Mandatory
- Appointees will be required to participate in a 24-hour, 7-day roster with work hours equating to 36.25 hours per week. Shift penalties apply.
- Successful applicants may be required to undergo alcohol and/or other drug testing in accordance with Service policy and the Police Service Administration Act 1990.
- Short listed applicants will be required to undergo typing, cognitive ability and psychological assessments.
- Successful applicants are required to provide an approved PEMS hearing test. The hearing assessment will include Pure Tone Audiometry and a Speech Discrimination Assessment.
- For Pure Tone Audiometry, a loss of 25 decibels or more at 500, 1000, 2000Hz and/or a loss of 40 decibels or more (at 4000, 6000, 8000Hz) is considered significant and is normally unacceptable for recruiting purposes. For the Speech Discrimination Assessment, a score of 90% or greater is required.
- Where an applicant normally uses hearing aids, testing is to be conducted with the use of those aids.
- Successful applicants will be required to undertake regular hearing testing as part of their on-going employment.
- Appointees will be required to attend to call taking and job tasking duties as necessary to ensure service delivery.
- More than one position is available. Positions available at Beenleigh or Ipswich Police Communications Centre.

Applications to remain current for 12 months.
**Job Ad Reference**: QLD/546006/24
**Closing Date**: Tuesday, 5th March 2024This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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