Aps 5 - Customer Service Team Leader

3 days ago

Edinburgh, Australia Australian Government Department of Defence Full time

$78,143 - $83,700 (plus Super)
- Edinburgh - SA

**The Role**
In this position you will be responsible for, or contribute to:

- Supervising a dedicated team of customer service experts in a contact centre environment 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 maintain high customer satisfaction levels.
- Supporting and inspiring a team environment with an open communication culture.
- Managing complex enquiries and customer service issues, ensuring customer concerns are addressed promptly and appropriately, by providing effective solutions.
- Developing and maintaining collaborative and effective relationships with key stakeholders, including customers and interdepartmental teams to ensure cohesive processes and timely resolution.
- Overseeing day-to-day operations, including delegating tasks and communicating clear team deliverables.
- Monitoring, analysing and reporting on performance metrics, identifying areas for improvement, and implementing corrective measures through coaching conversations as needed to drive improvements.
- Identifying and implementing training and development opportunities for team members, ensuring they are appropriately skilled, informed about the Defence Values and committed to upholding them.

**About our Team**

The role is faced paced, comprising complex tasks and responsibilities in a challenging and rewarding environment. The Customer Service Team is a dedicated contact centre providing assistance to a wide range of stakeholders regarding security clearance matters. The AGSVA Contact Centre operates between 8am and 4:30pm (CST) Monday to Friday excluding national public holidays.

We are seeking someone who inspires others and 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.
- Excellent organisational, interpersonal and communication skills.
- Proven ability to handle multiple priorities and lead change.
- Knowledge of performance evaluation and driving customer service metrics to achieve improved outcomes.
- 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.

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