Team Coordinator

Division: MUL Multicultural NSW- Location: Parramatta, NSW, AU, 2150- Req ID: 48062**Team Coordinator - Remote Interpreting**

**_Multicultural NSW exists to build and maintain a cohesive and harmonious multicultural society that enriches the lives of all people in NSW._**
- **Fulltime ongoing position**:

- **Parramatta Location**:

- **Clerk Grade 5/6, Base Salary range $87,493 - $96,540 pa plus superannuation & annual leave loading**:

- **Opportunities for learning, development, and internal career progression.**

**About the Department**

The Department of Communities and Justice (DCJ) was formed in 2019 with the merger of two former departments Family and Community Services (FACS) and Justice.

**About Multicultural NSW**

Multicultural NSW exists to build and maintain a cohesive and harmonious multicultural society that enriches the lives of all people in NSW.

Our work is underpinned by the Multicultural NSW Act 2000, which establishes Multicultural NSW as the lead NSW Government agency for promoting the multicultural principles and resolving issues relating to cultural diversity. Through our strategies, policies, programs and services, we promote the equal rights and responsibilities of all the people of New South Wales where individuals share a commitment to New South Wales and Australia, diversity is regarded as an asset, and English is the common language.

**About the Opportunity/Role**

The Team Coordinator will undertake day to day customer service provision in the area of remote interpreting (telephone and video) and engage in operational support initiatives in Language Services.

The role is also responsible for the allocation of work and monitoring of staff performance of the Customer Service Officer and the Customer Support Officer.

The position provides quality information, assistance and customer service by monitoring the automated telephone and video systems, intervening quickly when issues arise, and handling and/or escalating complex and sensitive matters

Additionally, the role assists the Associate Director, Language Services Operations in the implementation of the Quality Management Strategy and Framework, effective and ongoing monitoring and measurement of business unit performance.

**Responsibilities include but are not limited to**:

- Supervise a small team and undertake day to day customer service provision within the work unit.
- Provide support to team members and be the point of escalation, to resolve complex enquiries and complaints.
- Monitor the telephone / video system operations, ensuring its efficiency and troubleshoot any issues.
- Allocate work, monitor its distribution and control the quality and timeliness of the services provided.
- Ensure the range of operational and administrative processing tasks associated with the provision of remote interpreter services undertaken by the Customer Services Officers are in accordance with policies and procedures.
- Assist the Associate Director, Language Services Operations in the implementation of the Quality Management Strategy and Framework, and monitoring of integrated quality control and assurance systems, and processes for measuring contract and vendor management performance of service consistent with whole of Government best practice principles and practices.
- Communicate project requirements to support operations in line with capabilities while evaluating and reporting on work outcomes to achieve business objectives
- Work with the after-hours service provider regarding delivery and systems to ensure that work undertaken responds to customer needs and complies with the approved strategy, budget plans and objectives.

**Essential Requirements**
- Knowledge and understanding of the principles of multiculturalism and the provision of language services.
- Qualifications and/or equivalent experience in a role providing interpreting services with an emphasis on remote delivery.
- Experience in effectively managing small teams.
- Experience in working in a customer service environment.
- Experience in working with different software systems and platforms in a high volume transactional environment.
- Experience in working with fully automated delivery systems.

For detailed information on the key accountabilities and capability framework, please.

**How to Apply**
- Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.

Answer the two pre-screening questions below:

- Provide an example of when you have supervised a small customer service and support team. Please describe your role and how you assisted the team to achieve an outcome. (300 words maximum)
- Please provide an example of when you were responsible for completing multiple tasks with competing deadlines. Please include how you managed them effectively and completed them on time? (300 words maximum)
**Role enquiries**:
For any role enquirie