Assistant Director

Ongoing Executive Level 1 Opportunity
- Position available in Melbourne

We are seeking an Assistant Director - Customer Service Delivery to manage our Melbourne site within the Advice and Education Branch. Full-time and part-time hours are available.

**About the OFWO**

The Fair Work Ombudsman (OFWO) is an independent statutory office established by the Fair Work Act 2009. Our role is to promote harmonious, productive and cooperative workplace relations and ensure compliance with Australian workplace laws. We are valued by the community for supporting compliant, productive and inclusive Australian workplaces and we deliver practical workplace relations advice and assistance.

**About the Branch**

The Advice and Education Branch works collaboratively to deliver the Agency’s information, advice, and education functions. Collectively the five teams are responsible for delivering customer-facing activities that help employers and employees better understand their rights and obligations.

The Branch has a strong focus on promoting voluntary compliance, supporting alternative dispute resolution pathways and play a critical role in promoting a compliance and enforcement policy based upon the principles of strategic enforcement, parallel regulation and tripartism.

The Branch incorporates five distinct teams:

- Behavioural Economics and Education (BEE)
- Customer and Employee Experience (CXEX)
- Customer Service Delivery (CSD) - North
- Customer Service Delivery (CSD) - South
- Digital Experience and Strategy (DES)

The Customer Service Delivery Team plays a critical role within the agency by resolving incoming enquiries from the general public regarding workplace issues. We provide personalised and accurate advice and information to both employers and employees on a number of workplace relations issues, such as wages, leave, entitlements and other complex conditions of employment.

**About the Role**

In this position, you will be responsible for the operational management of the Melbourne team comprising of approximately 40 staff.

You will be passionate about providing a high-quality service to the Australian public and developing and coaching staff to achieve results. You will demonstrate the ability to successfully lead large teams in a fast paced, high volume customer service environment.

If you are interested in working in an environment which is innovative, dynamic and continually seeks to deliver the best possible tailored service offerings to customers, this is the role for you.

**What we offer you**

We provide a diverse, inclusive and supportive work environment with access to:

- Great training and development opportunities
- Generous leave and flexible working arrangements
- Our Employee Assistance Program (EAP), a free counselling service for you and your family
- A competitive salary, plus 15.4% superannuation
- Rewards and recognition initiatives

**We Value Diversity**

**Eligibility**
- To be eligible for employment with the OFWO you must be an Australian citizen.

**Typical Duties**

The duties of the Assistant Director - Customer Service Delivery include, however, are not limited to:

- Leading a team of 40 customer facing staff to deliver advice and assistance through the Fair Work Infoline and our digital channels;
- Lead, manage and coach site-based leadership teams who are responsible for managing staff, and ensuring delivery of customer service;
- Guide and support the leadership team with more difficult performance management and people issues and taking ownership of more complex matters;
- Thinking strategically to develop and implement strategies and initiatives to ensure an optimal customer and employee experience;
- Ensuring the day-to-day operations of the Melbourne site is carried out effectively and efficiently;
- Translating change initiatives into practical strategies and practices; and
- Establishing and maintaining effective relationships with peers and stakeholders.

**Selection Criteria**
- Leadership: Success in leading a large team or teams in a high-volume service delivery environment by promoting a positive culture and developing and coaching team members to achieve results in a changing environment.
- Achieves results: Proven ability to lead a team to achieve strategic priorities or business objectives.
- Communicates with influence: Demonstrated experience in communicating with influence.
- Shapes strategic thinking: Demonstrated ability to ensure team members understand how their work is contributing to the agency’s strategic priorities. Uses evidence and research to develop strategies to meet the future needs of the agency.
- Cultivates productive working relationships: The ability to cultivate productive working relationships with internal and external stakeholders to deliver positive customer and employee outcomes.

Applicant Information Kit 2023 Opens in new window