Team Leader Service Delivery

**Team Leader Service Delivery (Emergency Response)**
**Disaster Preparation & Recovery**
**Ongoing**
**Full-time 35 hours per week**
**Location - Various (regional applicants encouraged)**
**SNSW Grade 7/8**

**Please note -** Whilst we are recruiting with proposed start dates prior to Christmas, there may be flexibility to start in the New Year. If successful, we can discuss flexible start dates based on your preferences and holiday requirements.

**Do you want to help the people of NSW when disaster strikes?**

The Disaster Preparation and Recovery team is a new division established by Service NSW to provide a one stop shop for citizens of NSW who are affected by natural disasters such as floods and bushfires. Our role is to make sure Service NSW is well prepared and responds to natural disasters and other crisis events with effective services that meet the needs of people in some of their most difficult times. In disasters, Service NSW helps customers understand the support options available through their recovery journey, provides financial supports and stimulus for impacted individuals and businesses, and helps to deliver cohesive services in partnership with other agencies. Some of our assistance includes helping individuals and businesses access financial assistance they may be entitled to and connecting impacted customers with short and long term housing and other vital services. The Service NSW team is the human face of NSW government recovery support, and is able to act as the voice of the customer to inform what supports impacted communities might need. We are already working on simplifying some of the processes people encounter to make it easier for them to get back in their feet.

If you would like to work with a supportive and engaged team that is passionate about the work we do, we’d love to speak to you about joining us.

**About you**:
Are you experienced in decision making and leading a team in a fast paced environment in response to local disasters?

**About the role**:
You will lead a team to deliver timely, efficient, effective and integrated services to customers of the NSW Government, to the provision of a quality customer experience in highly dynamic environments.

In the event of a disaster to work out of core hours on rostered basis.

Travel within the state, including overnight travel will be required.

**Your remuneration**

SNSW Grade 7/8: The package includes the base salary range of ($95,136 to $112,164) plus employer's contribution to superannuation and annual leave loading.

**Key Accountabilities**
- Lead service delivery teams in highly dynamic environments so as to ensure customers are provided with professional and high-quality information, assistance and customer service
- Coach team members and provide timely feedback to build capability and deliver effective, efficient and quality customer outcomes and an enhanced customer experience
- Provide support and advice to team members and resolve escalated and complex enquiries and complaints to ensure effective service delivery
- Monitor inquiries to control the quality and timeliness of responses, prioritising the resolution of issues so as to identify and implement opportunities to improve the quality of service delivery
- Assist in instilling a courageous culture, focused on promoting ethical values, which encourages the team to speak up when faced with a complex ethical dilemma to support continuous cultural improvement
- Communicate requirements to support operations, evaluate and report on work outcomes to inform decision making and achieve business objectives
- Support the design and implementation of service delivery improvement projects to improve the quality of service delivery

**How to apply**:
**Learn more**:
For more information about the Service NSW recruitment process, please contact Bryan Kreltszheim at

A talent pool?will be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

**Working at Department of Customer Service**

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