Customer Service Delivery Excellence Manager
2 weeks ago
Job Summary
This role is ideal for experienced leaders who can manage a team of service delivery officers to deliver high-quality customer-focused outcomes in a dynamic contact centre environment.
About Us
The Australian Government Department of Defence offers exciting public service careers across various internal groups and agencies. With over 16,000 civilians employed across Australia, we strive to create a positive working culture where our people demonstrate leadership behaviours and contribute to the achievement of organisational goals.
Key Responsibilities
- Manage a team of service delivery officers to deliver quality customer services through effective coaching, feedback, and performance management;
- Contribute to an integrated service delivery culture that supports innovation and drives continuous improvement;
- Maintain close working relationships with other service delivery and support areas to proactively manage operational challenges;
- Develop and cross-skill staff to support resource planning and learning;
- Keep up-to-date with business developments and new products;
- Support the executive team by highlighting operational risks and areas for improvement;
- Demonstrate exceptional stakeholder engagement and liaison skills to collaborate across large and dispersed teams.
About the Role
This position leads the 1800DEFENCE Service Delivery team based in our Hobart Contact Centre, comprising approximately 20 service delivery officers. As a flexible work environment, you will be responsible for balancing and managing working arrangements within the team while working closely with our sister location in Cooma NSW to ensure consistency and transparency of support and management.
Requirements
- Proven experience in team management in a customer service or service delivery environment;
- Ability to think critically, identify issues, and deliver continuous improvement activities aligned to strategic intent;
- Highly developed communication, organisational, and negotiation skills;
- Exceptional stakeholder engagement and liaison skills;
- Experience in working collaboratively across large and dispersed teams.
What We Offer
We offer a competitive salary range between $95,517 - $123,715 per annum, depending on your level of experience and qualifications. You will also have access to training and development opportunities to enhance your skills and career progression.
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