Aps 6 - Customer Support Manager

2 weeks ago

Melbourne City Centre, Australia Australian Government Full time

$91,702 - $104,753 + up to 15.4% Superannuation
- Melbourne CBD - VIC, Queenscliff - VIC

**The Role**
The Information Access Unit (IAU) was established as a result of the Royal Commission’s interim report to provide applicants seeking information from Defence with a single point of contact, making it easier and faster for them to obtain their records and other information.

As an APS 6 Customer Support Manager, you will have the unique chance to work closely with internal and external stakeholders delivering services to ADF members, ex-members, families and representatives seeking information from Defence. At Defence, people are our most important asset.

As the Customer Support Manager at Defence Plaza Melbourne, you will be the face of our organization, providing exceptional customer service and support to individuals with complex needs around accessing information. You will be responsible for building and maintaining strong relationships with stakeholders, understanding their unique needs and challenges, and connecting them with the appropriate resources.

As the Customer Support Manager at Fort Queenscliff, you will be responsible for providing critical support in processing requests for information made to the Information Access Unit. This will include managing data and identifying trends, contributing to improving processes, and providing quality assurance and training across the directorate.

In both roles, you will need to learn and demonstrate a strong understanding of Defence's strategic priorities and how these link to the Customer Service Network's goals, objectives, and strategic direction. You will also need to be able to work collaboratively and cross-functionally with other teams and stakeholders, and be able to adapt to changing priorities and demands.

These roles will suit you if:

- You enjoy positive and challenging aspects of customer engagement and have a high level of emotional intelligence.
- Enjoy making things happen without being daunted by the unknown, enjoy a challenge and see these as learning opportunities.
- Have an understanding of records management and supporting records throughout their life cycle.
- Can adapt in a positive and flexible manner.

**About our Team**
- You will demonstrate the following characteristics:

- A proven track record in people leadership, including successful performance management of a team in a customer service or records management environment.
- Foster a positive and motivating attitude that supports personal growth and development of our staff.
- Strong coaching and quality assurance acumen to identify development opportunities and enable you to set appropriate goals and measures to support each team members’ progression.
- The ability to convey information in a straight forward and trauma informed manner that enhances the customer experience.
- Resilience, personal drive and a focus on enabling others in support of Defence capability.
- Willingness to learn, be challenged and ability to adapt to change in a flexible manner.
- Genuine interest in providing the customer with a positive and professional streamlined experience.

If you are looking for a position where you will be engaging with a variety of clients and suppliers and you enjoy coming to work in a role where no two days are the same, then engage with the contact officer and discuss further.

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