Contact Centre Team Leader

12 hours ago

Canberra, Australia Australian Government Full time

Canberra, ACT
- Ongoing/Non Ongoing (Non-ongoing will be offered for 12 months)
- $98,905 - $112,596 + Superannuation

**About the Branch**:
The Corporate Branch is responsible for delivering enabling services that support the effective and efficient operation of the agency and facilitates the agency’s compliance with legislation, policies and guidelines.

The branch is responsible for the business part of the agency. We provide the critical infrastructure, expertise and assistance like recruitment, finance, security and communications, to enable the agency to meet its business goals and objectives.

**About the Section**:
The Corporate Communications section supports agency outcomes by promoting good work culture, employee value proposition, and by managing our web services and contact centre to keep internal and external clients and stakeholders informed.

We work closely with the Strategic Communications Section to deliver cohesive, considered and impactful communications for the agency, focussed on user experience and engagement. We also work closely with staff and senior executive to provide communication advice and support delivery of agency outcomes.

**Role Responsibilities and Duties**:
The Contact Centre is a small busy team within the Corporate Communications section. Our contact centre provides the first point of contact for people contacting the agency.

Our Contact Centre provides a first point of contact for stakeholders. The Contact Centre Team Leader will:

- Support the EL1 Assistant Manager Contact Centre in the management of the day-to-day Contact Centre operations.
- Act as the first point of escalation for system issues; liaise with IT and business teams to resolve technical problems promptly.
- Oversee the maintenance of Contact Centre resources and support continuous improvement initiatives.
- Supervise Contact Centre operators, monitoring attendance, workload, and performance through a quality assurance framework.
- Implement performance frameworks, including coaching plans and impact statements.
- Provide structured feedback and address behavioural concerns promptly.
- Identify staff learning and development needs and arrange training.
- Organise training sessions on systems, troubleshooting, and scheme updates.
- Build and maintain relationships across the agency to ensure the Contact Centre has the tools to meet service standards.
- Maintain knowledge of CER systems and processes to support staff and external users.
- Handle complex calls when required.
- Ensure compliance with legislative and procedural requirements.

**Qualifications/Experience**:

- Proven experience leading teams in a contact centre or customer service environment, including performance management and coaching.
- Strong operational and technical knowledge of contact centre systems, troubleshooting processes, and compliance requirements.
- Excellent communication and stakeholder engagement skills, with the ability to deliver training and promote team wellbeing.

The following experience and qualities are highly desirable, but not essential:

- Ability to work in a changing environment.
- An understanding of the government’s renewable energy policies and programs.
- Familiarity with Microsoft Dynamics CRM and NICE CXOne.

**Applications close 11.30pm on Sunday, 7 December 2025.

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