El 1 Assistant Director Feedback Management Team

Salary Range: $122,949 - $135,013 + Attractive Superannuation

The Client Operations Support Section has five key areas of responsibility:

- Ensure projects meet all financial and administrative regulations (eg. procurement is in accordance with appropriate requirements).
- Ensuring maximum performance of DVA's telephony channel
- Providing support to front line staff
- Working closely with Services Australia (SA) to increase the reach of the Department to clients in rural and regional areas
- Undertaking a centralised, national role with DVA's feedback management

We are looking for a motivated, resourceful and supportive leader to take up the role of the Assistant Director Feedback Management Team, in the Client Operations Support Section.

The Feedback Management Team is responsible for DVA’s feedback, processes and policy, including the management of the Client Feedback Management System (CFMS) and ensuring all DVA staff are trained in feedback best practice. A key focus for this team is responding to complaints, which at times are sensitive and complex.

Under limited direction of the Director, the Assistant Director ensures the team provides quality feedback services and applies continuous service improvement. The role works closely with other DVA business areas to share information, insights, and to ensure feedback responses are connected and consistent.

**Duties**
- Be a visible leader and contribute to the broader branch fostering a culture of continuous improvement
- Provide strategic direction to the section, including the development of education products and projects, development of the Anzac Portal, strategies, budgets and priorities as well as to monitor workflow and performance
- Develop and manage key strategic relationships with a broad range of internal and external stakeholders, including representing the department internally and externally in high level workplace relations discussions and negotiations
- Develop, coach and mentor employees, manage performance and conflict, and identify and act on training needs
- Provide oversight and management of high level, complex projects and be responsible for the achievement of specified project outcomes and policy development in relation to a range of related topics
- Contribute to the department’s strategic reform and operational business transformation to ensure quick and appropriate responses to a variety of competing priorities within assigned resources
- Role model behaviours which are inclusive and collaborative, and encourage curiosity and innovation
- Lead and mentor a team of specialists within the APS
- Represent the department at meetings, conferences, events and public forums

**Eligibility**
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

**Notes**

Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to 23 months.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.