Manager Customer Enquiry Service Contact Centre

EL 1 - $115,663 - $124,403 per annum plus superannuation
- Operations Division
- Canberra, ACT
- _Manage a team of customer service officers at the forefront of our engagement with the public and portfolio stakeholders. _
- _Be part of a motivated and professional leadership group in the Communication and Media Branch. _
- _Significant opportunity to shape a recently established contact centre operation._

**Who we are**
The Operations Division consists of the Communication and Media Branch, the People Strategy, Safety and Wellbeing Branch and the Capability and Employment Branch. The division ensures the department has a strong and well-supported workforce with the capability and capacity to deliver on the Government’s climate change and energy agenda and protect Australia’s environment and water resources. The division also ensures that information about the department’s work in support of this agenda is both available to, and understood by, the Australian public.

The Communication and Media Branch delivers internal and corporate communication and strategic communication activities in support of the department and our ministers, for the benefit of the Australian community. This includes managing the department’s social media strategy and social media presence, media support services across the department and for our ministers’ offices, production services including graphic design and branding, Web publishing for external-facing departmental websites, and the development of campaign and non-campaign materials.

The Customer Enquiries Service Contact Centre sits in the Engagement and Social Media team. This team is responsible for the department’s social media strategy, guidance and channels. Working with the strategic communication teams, it provides advice to policy areas on stakeholder engagement and the use of engagement tools such as Have Your Say. The team also services the branch's business management and procurement needs, as well as managing the department’s customer enquiry service centre.

**The Job**
- leading the day-to-day operations and contributing the further development of a contemporary call centre,
- managing a team of approximately 7 contact centre staff,
- leading, motivating and developing the team to drive a culture of excellence and engagement underpinned by the service values of the department,
- supervising, coaching, mentoring and guiding team members and contributing to a learning culture where expertise is appropriately shared,
- appropriately allocating resources and maintaining rosters to provide efficient coverage for the team,
- meeting key performance measures with respect to responsiveness, customer satisfaction and contact resolution,
- continually seeking opportunities to improve operations, including people, processes and technologies,
- managing competing priorities while maintaining high work standards and accuracy,
- promoting workplace practices consistent with department policies and in accordance with APS values and behaviours.

**What we are looking for**

**Knowledge and experience**
- demonstrated experience in leading and managing a call centre or a customer-facing team to deliver consistent and timely high-quality services in a fast paced, constantly evolving and complex environment,
- demonstrated commitment to excellence in client service and working collaboratively to achieve results,
- demonstrated high emotional intelligence and excellent people skills, including the ability to build and nurture productive working relationships,
- demonstrated ability to build and lead teams, coach and mentor staff to elicit high performance, and manage under performance,
- demonstrated ability to engender trust and respect, complemented by sound judgement and the ability to build organisational capability,
- excellent written communication skills and the capacity to manage competing demands to meet deadlines.

**Skills and capabilities**
- Strong written and verbal communication skills.
- A calm, flexible and professional approach.
- Self-motivation, and an ability to manage priorities a fast-paced, responsive environment.

**Eligibility and other requirements**

**Citizenship** - To be eligible for employment with the Department of Climate Change, Energy, the Environment and Water you must be an Australian citizen.

**Security Clearance** - This position requires a Baseline Vetting security clearance. You will be required to obtain and maintain a clearance at this level.

**For additional information, please read the Job Description below.