Service Centre Manager

**Job Title**: Service Centre Manager
**Salary**: SNSW Grade 7/8 ($95,136 - $112,164 plus employer's contribution to superannuation and annual leave loading)
**Location**:Singleton NSW/Muswellbrook NSW (Hub and Spoke sites)
**Employment Status**: Full-time, ongoing

We are currently recruiting for the position of Service Centre Manager at our Singleton/Muswellbrook Service Centres (Hub and Spoke sites).

**What are ‘hub and spoke’ Service Centres?**
In some regional or remote areas, a ‘hub’ Service Centre acts as the parent of one or more ‘spoke’ Service Centre locations. The hub and spoke models share a leadership team and operate in such a way that team members may be required to work between locations.

**About the opportunity**
If you are passionate about supporting teams to deliver positive face to face customer service experiences in a fast-paced environment, this could be the right role for you.
This is a truly unique opportunity for a customer and team focused leader to make their mark as a Service Centre Manager. You will be implementing business processes and establishing quality service and performance standards in the centre from day one. The Service Centre Manager is also responsible for managing daily operations of a diverse team dedicated to delivering services to the customers of NSW and maximizing positive customer experiences.

**Key accountabilities**
- Manage the day-to-day operations of a small service centre, to deliver timely, efficient, and diverse face-to-face integrated services to the customers of NSW that maximises a positive customer experience
- Identify, implement, and maintain effective business processes including customer experience improvement programs in the centre to support consistent service delivery across the network to optimise service delivery efficiency and effectiveness.
- Manage and resolve complaints as per standards and guidelines and identify trends and improvement opportunities to improve customer service outcomes
- Develop and maintain effective relationships and collaborate with internal customers and stakeholders and to improve performance measures, tools, and processes to enhance business systems, processes, and workflows in the centre
- Lead team management, work planning, coaching and professional development initiatives to align resources to deliver priorities and a positive customer experience
- Drive compliance in accordance with legislation and standards to ensure confidentiality, privacy and integrity of information is adhered to
- Monitor, analyse and evaluate work volumes and other data to identify trends and new or emerging issues and recommend changes and strategies to inform decision making and enhance team and business activities and services.

**About Service NSW**

**Service NSW** is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.
Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.
Hours of work

Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here.
The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30 -3:30 (Saturdays). In some situations, you may be required to work during these hours.
**How to apply**
Provide a covering letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).
Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants.

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

Working at Department of Customer Service
The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
Visit our Careers site to find out what it means to work for us.

Our Commitment to Diversity, Inclusion & Flexibility
We are committed to diversity, inclusion, and new ways of working.
We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible.

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