Aps 6 - Customer Service Team Manager

7 days ago

Campbell, Australia Australian Government Department of Defence Full time

$85,607 - $97,790 (plus Super)
- Campbell Park - ACT

**The Role**
In this position you will be responsible for, or contribute to;
- Leading a dedicated team of customer service experts to effectively deliver a range of AGVSA services to ensure AGSVA meets its Service Level guidelines.
- Fostering a culture of customer service excellence, striving to exceed customer expectations and maintaining high customer satisfaction levels.
- Creating a supportive and inspiring team environment with an open communication culture.
- Working closely with various stakeholders to ensure cohesive processes and timely resolution.
- Addressing complex customer service issues escalated by team members and providing effective solutions.
- Monitoring, analysing and reporting on performance metrics, identifying areas for improvement, and implementing corrective measures as needed to drive improvements.
- Supporting broader strategic plans including the implementation of cultural work plans.
- Managing complex enquiries ensuring customer concerns are addressed promptly and appropriately.
- Developing and maintaining collaborative and effective relationships with key stakeholders, including customers and interdepartmental teams.
- Being accountable to set work priorities by overseeing day-to-day operations, including delegating tasks and setting clear team goals.
- Training and developing team members, ensuring they are appropriately skilled, informed about the Defence Values and committed to upholding them.

**About our Team**
The Australian Government Security Vetting Agency (AGSVA) is the central vetting agency for the Australian Government and conducts security clearance assessments for federal, state and territory agencies.

As part of the Vetting Customer Services (VCS) team within AGSVA, you will lead a dedicated team of customer service experts.

The role is faced paced, comprising complex tasks and responsibilities in a challenging and rewarding environment.

We are seeking an inspiring leader who thrives in a high tempo, high pressure environment to provide effective guidance, advice and support to their team, and the security clearance community more broadly.
- Exceptional leadership, organisational and team management abilities.
- Excellent interpersonal and communication skills.
- Proven ability to handle multiple priorities and adapt to changing situations.
- Knowledge of performance evaluation and customer service metrics.
- An understanding of, or ability to gain an understanding of and comply with relevant legislative frameworks, whole-of-government decision-making and AGSVA’s mission and policy requirements.

  • Aps 6 - Web Administrator Navy

    7 days ago

    Campbell, Australia Australian Government Full time

    $91,702 - $104,753 + up to 15.4% Superannuation - Campbell Park - ACT, Russell - ACT **The Role** The Navy Communications and Media Team is seeking an enthusiastic APS 6 Web Administrator, who will manage the Intranet Renewal Project (IRP) delivering in line with the new Defence Web Policy. Defence is upgrading to the IRP to provide a more modern, reliable,...

  • APS 6

    1 week ago

    Campbell, Australia Australian War Memorial Full time $94,887 - $105,910 per year

    Ongoing - Full Time - APS 6 $94,887 - $105,910 Campbell, ACT The Role As a member of the Communications and Marketing team, and under the guidance of the Content Strategist, the Senior Digital Content Producer is responsible for managing the Memorial's social media platforms, including the development of content and the ongoing optimisation of...

  • Aps 6 - Customer Relationship Manager

    2 weeks ago

    Campbell, Australia Australian Government Department of Defence Full time

    $85,607 - $97,790 (plus Super) - Campbell Park - ACT **The Role** Customer Relationship staff are enthusiastic in establishing and maintaining productive working relationships between Joint Capabilities Group (JCG), Defence Enabler partners and Defence personnel, with the aim to provide JCG with active representation of customer issues and...

  • Aps 6 - Executive Officer Product Management

    2 weeks ago

    Campbell, Australia Australian Government Department of Defence Full time

    $85,607 - $97,790 (plus Super) - Campbell Park - ACT **The Role** The work of the Executive Officer Product Management function in Defence: - Plan, manage and perform business support; - clerical, administrative and managerial activities including human resources; - finance, travel, program implementation, policy development; - records management,...

  • Aps 6 - Knowledge Manager

    2 weeks ago

    Campbell, Australia Australian Government Department of Defence Full time

    $85,607 - $97,790 (plus Super) - Campbell Park - ACT **The Role** You are looking for a new opportunity, are motivated and would like to challenge yourself? This is the job for you! The Directorate of Navy Governance has a newly created APS 6 Knowledge Manager position which will manage and mature the Navy Library content on the Defence Secret Network...

  • Aps 6 - Data Management Team Leader

    2 weeks ago

    Campbell, Australia Australian Government Full time

    $88,175 - $100,724 (plus Super) - Campbell Park - ACT **The Role** The APS-6 Data Manager is central to achieving and supporting the broader objectives of the sustainment of cryptographic products within the IA SPO sustainment Portfolio. The position will be responsible for: - Developing and preparing reports on logistics databases and interrogating data...

  • Aps 6 - Adf Workforce Manager

    2 weeks ago

    Campbell, Australia Australian Government Full time

    $88,175 - $100,724 (plus Super) - Campbell Park - ACT **The Role** Joint Health Command (JHC) are seeking an experienced Workforce Manager to undertake ADF workforce management activities across JHC. This position oversees ADF establishment management and Reserve administration, including budgets, bids and administration. You will work collaboratively in an...

  • Aps 6 - Adf Workforce Manager

    2 weeks ago

    Campbell, Australia Australian Government Full time

    $88,175 - $100,724 (plus Super) - Campbell Park - ACT **The Role** Joint Health Command (JHC) are seeking an experienced Workforce Manager to undertake ADF workforce management activities across JHC. This position oversees ADF establishment management and Reserve administration, including budgets, bids and administration. You will work collaboratively in an...

  • Aps 6 - HR Advisor

    5 hours ago

    Campbell, Australia Australian Government Full time

    $91,702 - $104,753 + 15% BDCP + up to 15.4% superannuation - Campbell Park - ACT, HMAS Cerberus - VIC, Melbourne CBD - VIC **The Role** - Supporting management of complex people cases, integrating HR expertise to get appropriate HR outcomes for employees and managers - Building manager capability through the development and implementation of people...

  • Aps 5, 6 (Multiple Classifications) - Information

    2 weeks ago

    Campbell, Australia Australian Government Department of Defence Full time

    $78,143 - $97,790 (plus Super) - Campbell Park - ACT **The Role** Within the division of Enterprise Transformation and Governance, an APS 5/6 Information Records Management Officer is accountable under broad direction to perform and achieve information and records management works program in support of the Archives Act 1983. You are accountable to have and...