Customer Service Team Lead

**_Together we shape thriving communities, public spaces, places and economies._**

- **Lead our customer service team to excellence, driving exceptional experiences and outcomes for every customer**
- **Temporary full-time opportunity (up to two years) with possibility of ongoing work in the future**
- **Salary relative to experience and ranges from $125,693.00 to $138,510.00 plus super**

**What’s in it for me?**

Join our team for a fantastic culture with dynamic collaboration and genuine long-term career support. We offer flexibility in work arrangements, diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.

**The role**

As the **Customer Service Team Lead**, you'll manage a team responsible for delivering a positive customer experience on the NSW Planning Portal and website. You'll coach and educate staff on effective customer service, work collaboratively to implement new systems and processes, and provide evidence-based advice for continuous improvement. Your role ensures that all services align with internal policies and business needs, contributing to high-quality customer outcomes.

You'll face challenges such as handling complex issues, supporting senior managers and other team leaders with high-volume workloads, and driving performance to achieve service delivery outcomes within defined resources and timeframes. Maintaining up-to-date specialist knowledge and navigating politically sensitive environments will be essential to your success, alongside your ability to remain resilient during times of change.

For more information read the full Role Description**:Customer Service Team Lead**

**Key knowledge and experience**
- To be considered for this role, you should have 2+ years of experience in contact centre environment

**What you will bring to the role**
- Proven leadership qualities, including the ability to motivate and inspire others to achieve shared goals.
- Strong problem-solving abilities to navigate complex challenges and adapt to evolving situations.
- Excellent communication skills, both verbal and written, to effectively convey ideas and collaborate with team members.
- Solid time management and organizational skills to prioritize tasks and meet deadlines efficiently.
- Outstanding stakeholder engagement skills, fostering strong relationships and ensuring alignment with diverse stakeholders to achieve outcomes.
- Resilience and a positive attitude to persevere through obstacles and maintain productivity during challenging times.

**Work schedule**

We're committed to creating a workplace that works for everyone. Our policy is about creating flexibility in where, when, and how work happens to improve outcomes for both employees and the people of NSW. Due to the unique requirements of this role, applicants should be prepared to work within standard business hours on weekdays.

**About us**

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities.

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

**Join us**

A recruitment pool will be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.