Assistant Director Customer Service

Executive Level 1
- Adelaide, SA
- $115,996 - $128,200

**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 Director, the purpose of this role is to assist the Director in improving the customer service. Through robust and ongoing analysis of business operations, performance and resourcing models, this role will develop strategies and make recommendations to improve our service agility to meet changes in demand and contribute to key strategic outcomes.

The Assistant Director will also assist the Director in leading the consultation between teams with the aim of building effective links for staff undertaking the service delivery functions by translating policy into operational practice. The role will ensure quality assurance mechanisms and monitoring of productivity are delivering public value.

**Duties and Responsibilities**
Responsibilities of the Assistant Director include:

- leading the delivery of a coordinated system of business processes, technology and people to deliver high quality customer service
- coaching and advising senior operational team members on the delivery of high-quality services
- developing resourcing models capable of responding flexibly to business demand while consistently delivering high-quality customer service
- leading the identification and implementation of improvement initiatives and projects for the Customer Service team
- actively build and sustains relationships with key people internally and externally
- lead improvement initiatives and projects for the team and the translation of policy into operational practice.

**Essential**
**Capabilities**
The Assistant Director requires:

- proven management experience in leading and developing a diverse team of individuals in a call centre environment, including developing and growing a customer service culture, and continuously innovating service delivery
- proven ability to anticipate and establish priorities, monitor progress and work to deliver required corporate outcomes within set timeframes
- demonstrated ability to solve problems and think critically in data analysis
- well-developed written and oral communication skills, including an ability to develop strategic briefings and reports
- proven ability to build and maintain productive working relationships with internal and external stakeholders including with senior executive.

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than 500 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.**

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