Team Leader

3 days ago

Brisbane, Australia Queensland Government Full time

**Queensland Revenue Office is looking for a dynamic and decisive Team Leader to inspire and lead a dedicated Skip Tracing team, responsible for resolving penalty debt.

Your typical day as a Team Leader - Enforcement may include:

- Provide ongoing support to staff throughout the day, answering questions and assisting with complex debt management matters.
- Holding coaching sessions with staff to discuss performance, set goals and provide guidance on improving skills and client interactions.
- Identifying training needs and plan or deliver training sessions or workshops to address skill gaps or process updates.
- Reviewing recorded calls to ensure quality service standards are being met.
- Handling escalated client issues or complaints.
- Updating and maintaining debt management databases and workflows to ensure debts are collected consistently.
- Negotiating case resolution for complex matters with clients and management.
- Analysing processes and workflows to identify areas for improvement, and work with management to implement changes.
- Managing the team's schedules to ensure adequate coverage during peak hours.
- Manage Team Performance.

To be successful in this role, you will need to demonstrate:

- Working knowledge of digital and data technology systems; and
- Strong negotiation skills and resilience.

We support a thriving and future-focused workforce which offers flexible working practices (e.g., working from home) to ensure suitable and tailored work/life balance whilst meeting organisational, community and government needs. The position is based in our Brisbane office with high quality end of trip facilities available.

We welcome applicants to share with the contact officer any health condition, disability, and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.

If you are interested in this role - click 'Apply' to be redirected to the full advertisement, including role description and contact details.

Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles.

Job Ad Reference: QLD/611491/24

Closing Date: Tuesday, 07 January 2025
This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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