Team Leader Administration and Business Improvement

**Lead the delivery of high-level administrative services to support Council's City Laws team**:

- ** Band 6 role**:

- ** Full time, permanent role**

Hume City Council is one of Australia's fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

The Team Leader Administration and Service Improvement will be Leading a team of three administration officers, the position also identifies, coordinates, and leads business improvement projects and drives continuous service improvement across the City Laws team.

**What you'll be doing**
- Monitor, triage and allocate incoming service requests to field-based City Laws Officers
- In collaboration with the Team Leader City Laws, ensure City Laws Officer calendars remain up-to-date, accurate and responsive to incoming service demands.
- In collaboration with the Team Leader City Laws, develop and maintain an annual schedule of routine compliance inspections and patrols.
- Develop and present regular service reports for manager consideration demonstrating service outputs, handling, and response times.
- Undertake preliminary investigations of community member/customer grievances and complaints, ensuring these are addressed in a timely and accurate manner.
- Lead, assess and design workflows, practices and processes that improve service delivery and efficiency.
- Provide process and technical system advice to the Coordinator City Law to deliver continuous service improvement projects across the City Laws team.
- Create project documentation for identified business improvement projects, identifying clear goals, milestones, required resources and risk mitigation measures.
- Collaborate with the Team Leader City Law and Coordinator City Laws to develop and have a formal input into policies, processes and procedures for activities carried out across this City Laws team.
- Identify training needs for the upskilling staff across the City Laws team. In conjunction with the Coordinator City Laws, develop training schedules to ensure that new systems are optimally utilised.
- Provide regular progress updates and reporting on business improvement projects and initiatives.
- Liaise and build positive working relationships both internal and external to assist in the identification, design and successful delivery of business improvement project and initiatives.
- Lead the day-to-day administration functions within the City Laws team.

**The skills and experience you'll bring to the role**:

- Advanced knowledge of administrative best practice and continuous service improvement and emerging trends in the relevant context.
- Proficiency in developing and implementing service policies and procedures tailored to meet the unique needs of the organisation.
- Proficient in handling complaints and escalations in a timely and effective manner and resolving complex issues within the organisational framework, striving to achieve satisfactory resolutions.
- Strong understanding of service delivery skills, including effective communication, active listening, empathy, and conflict resolution, within the relevant context.
- Stay informed about industry trends, customer expectations, and emerging technologies to proactively adapt customer service strategies and processes.
- Requires a familiarity with relevant budgeting techniques.
- Understanding the long-term goals of the City Laws team and of the relevant policies of both the unit and the wider organisation.
- Excellent verbal and written communication skills, effectively engaging with diverse internal and external stakeholders.
- Strong relationship-building abilities, fostering collaboration, cooperation, and partnership with colleagues, other departments of the organisation, and community members.
- Demonstrated skills in handling difficult customer situations and resolving conflicts, maintaining professionalism, and adhering to the organisation's guidelines.
- Ability to create and maintain a positive work environment that promotes teamwork, inclusivity, and employee engagement, aligned with the organisation's values.
- Skilled in active listening, empathy, and understanding diverse perspectives, enabling effective communication and service provision within the relevant context.

**Why Hume City Council?**

A leader in local government, we're committed to creating an inclusive and collaborative work environment that is guided by our values:
**We're better, every day**: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

**We're in it together**: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

**We show up**: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

**All for Hume**: We strive to achieve our best for the Hume Community. We are proud an