Senior Service Delivery Manager

7 days ago

Perth, Western Australia Department of Veterans' Affairs Full time
About the Role

The Department of Veterans' Affairs is seeking a highly skilled and experienced Senior Service Delivery Manager to lead a team of Client Contact Officers in the Veterans' Access Network. As a key member of the VAN team, you will be responsible for ensuring that external clients have a positive experience when contacting the department.

Key Responsibilities
  • Manage a team of Client Contact Officers, providing guidance, support, and performance development to ensure high-quality service delivery.
  • Develop and deliver onboarding and training materials, ensuring national consistency and compliance with departmental standards.
  • Act as a first point of contact for escalated issues, including complex or sensitive calls, and technical/system issues.
  • Identify patterns in technical issues and gaps in knowledge among Client Contact Officers, and develop strategies to address these.
  • Develop task cards and consult with external stakeholders to resolve complex requests.
  • Apply significant technical and corporate knowledge to build the capability of more junior staff through feedback, coaching, and on-the-job training.
Requirements
  • Proven experience in a leadership or management role, with a focus on service delivery and team management.
  • Strong technical and corporate knowledge, with the ability to apply this in a fast-paced environment.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.
  • Ability to work in a call centre environment, with a focus on providing high-quality service to external clients.
  • Strong problem-solving and analytical skills, with the ability to identify and address complex issues.
About Us

The Department of Veterans' Affairs is committed to providing high-quality services to the veteran community. We are a dynamic and inclusive organization, with a strong focus on diversity and inclusion. We offer a range of benefits and opportunities for professional development, and are committed to creating a positive and supportive work environment.

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