Manager Customer Care, Intake and Triage

2 weeks ago

Sydney, Australia NSW Department of Customer Service Full time

**Manager Customer Care, Intake and Triage**

**Branch and Division**:Issues Resolution/Fair Trading Operations
**Location**: Parramatta/Flexible
**Term**: Ongoing/permanent
**Grade**: Clerk Grade 11/12
**Salary range**: $139,787 - $161,663 + Super
**Closing Date**: Tuesday 29th October (at 9.59am)

**About the Role**:
An exciting opportunity has become available for a Manager to lead a newly created team within Issues Resolution.

The establishment of the Customer Care, Intake and Triage team is designed to deliver on our key strategic priorities and will play in integral role in delivering clear and customer centric services.

This newly formed team will deliver further improvement in the triaging of customer complaints and enquiries, identify early trends and emerging harms and provide dedicated support for ministerial and ombudsman matters.

This is a rare and exciting opportunity to be involved in the design and establishment of this new, integral team.

**About you**:

- Strong leadership skills with specific experience in leading operational staff, providing support and mentoring in the handling of cases in a high-volume, high-pressure area.
- Exceptional communication skills, both written and verbal
- Strong presentation skills
- Experience in regulatory based assessing of complaints and the ability to identify breaches of all legislation administered by NSW Fair Trading.
- Ability to identify trends and emerging issues.
- Providing specialist advice and recommendations on operating procedures and alterations to legislation or regulation.

**What we need from you**:
To start your journey towards becoming our Manager Customer Care, Intake & Triage, please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages).

Salary Grade 11/12, with the base salary for this role starting at $139787 base plus superannuation

**Closing Date: Tuesday 29th October 2024 [at 9.59am]**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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