Coaching and Capabilities Manager

2 weeks ago

Adelaide Region SA, Australia Department of Employment and Workplace Relations Full time

APS Level 5
- Adelaide, SA
- $83,908 - $89,706

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

**The Role**
Reporting to the Assistant Director Customer Services, the Coaching and Capabilities Manager is responsible for supporting the sustainable use of current capabilities, and the development of future capabilities, to meet the strategic and operational objectives of contact centre services within the Customer Service team.

The role assists the Assistant Director in leading and maintaining the Customer Service Quality Assurance Procedure and the Customer Service Coaching Framework, and is responsible for ensuring a systematic, ongoing review and feedback process is undertaken and supported by comprehensive and tailored coaching and development.

**Duties and Responsibilities**
Responsibilities of the Coaching and Capabilities Manager include:

- maintenance and delivery of the Customer Service Quality Assurance Procedure and Customer Service Coaching Framework; ensuring training design is underpinned by the principles of continual improvement and best practice
- oversee and conduct quality assurance (QA) evaluations to ensure delivery of professional, consistent, efficient and quality services to our customers
- effectively lead training through the provision of coaching and mentoring, development and maintenance of coaching modules, plans and programs to support building capability in a contact centre environment, development and maintenance of all associated training materials, and reporting on coaching and training outcomes
- contribute to improving service design and delivery to support customers and streamline interactions through updating and developing business processes and procedures and assist with the translation of policy and systems into operational practice
- identify, escalate and investigate more complex compliance related matters and work with the CS leadership team to facilitate an understanding of compliance with the USI legislative and regulatory requirements
- respond to other duties as required and take direction in a positive and proactive manner.

**How to Apply**
Applicants are required to provide up to a two-page summary (no more than 1000 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window

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