Customer Service Team Leader

2 weeks ago

Jervis Bay, Australia Australian Government Department of Defence Full time

$71,207 - $77,739 (plus Super)
- Jervis Bay - ACT, Nowra - NSW

**The Role**
Customer Service Team Leaders (CSTL) actively lead people, performance and the quality of the service delivered by Customer Service teams.

As a CSTL, you will review and monitor performance, output quality, and coaching to ensure your team successfully and effectively contributes to all inbound customer contact channels.

To be successful in the role, you will have experience leading staff in a customer service environment and a record of working collaboratively with teams to achieve service delivery outcomes.

To be successful in the role, you will be able to build effective working relationships with internal and external stakeholders that enhance customer experience.

The role will work as part of a leadership team in:

- Communicating with, responding to and providing advice to a range of stakeholders on moderately complex operational and administrative issues
- Sharing information, monitoring work practices, setting work priorities and developing local procedures
- Supervising and leading a team as well as providing coaching and on-the-job training
- Organising workflow, making decisions relating to their area of responsibility and seeking guidance when required
- Ongoing self-improvement and professional development.

Your career is limitless as a public servant in the Department of Defence.

This role oversees the operations for CSC HMAS Albatross, based in Nowra and CSC HMAS Creswell in Jervis Bay.

**About our Team**

Our dedicated staff provide high-quality customer service to serving Australian Defence Force, ex-serving and Reserve members, the Australian Public Service, and the general public.

CSTLs are employed Australia-wide, enabling our three services - Navy, Army and Air Force - to do their job. With over 16,000 civilians employed Australia-wide, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies.
- Demonstrated leadership experience in a customer service or service delivery environment
- Demonstrated experience in on-the-job training and participation in activities that build and maintain customer service skills, systems knowledge and product understanding
- Ability to work collaboratively with local and remote teams
- Initiative to resolve complex customer enquiries where solutions are documented in knowledge articles, policy and procedures.

In turn, we will provide you with:

- Performance-related salary progression
- 15.4% superannuation
- Standard hours of 37.5 hours per week
- Negotiated flexible work arrangements
- Ongoing training and development
- Annual leave of 20 days per year
- Personal/carers leave of 15 days per year
- An additional day of leave per calendar year in addition to regular leave
- Christmas stand down (a paid break during the Christmas and New Year period in addition to regular leave)
- A range of Parental and Reservist leave
- A number of Health, Wellbeing, Diversity and Inclusion networks
- Defence Employee Assistance Program provided by Converge International

This role is ideal for energetic and motivated individuals focusing on customer service and ongoing learning and development.

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