Team Leader, Operations

**Team Leader, Operations (P&C Contact Centre)**
- DCS Clerk Grade 7/8 ($101,947 to $112,849 plus superannuation)
- Permanent, full-time opportunity

Do you have a passion for people and a desire to lead a collaborative team in a dynamic HR environment? If so, then this is the opportunity for YOU

**About the Opportunity**:
An exciting opportunity has become available for an experienced Team Leader to join our P&C Contact Centre within the People & Culture team of The Department of Customer Service. This role will involve day to day team leadership, managing escalations, and identifying future growth opportunities.

**What you'll be doing (key responsibilities)**:

- Coaching and developing team members, and facilitating learning and development, to build capability and deliver effective, efficient and quality customer outcomes and an enhanced customer experience.
- Providing support and advice to team members and resolve escalated and complex enquiries and complaints to ensure effective service delivery.
- Planning and allocating workload and resources across the team, and monitoring and reporting of service delivery performance.
- Driving continuous improvement initiatives and implementing efficient and innovative process improvements.
- Contribute your skills to deliver a high-quality customer service with a sound understanding of legislation, regulations, procedures and the role of which sits within the Organisation.
- Develop and maintain strong relationships with leaders and stakeholders across People & Culture and the wider Department.

**You will love this role if you**:

- Are an experienced HR people leader, passionate about coaching and developing your people to succeed and identifying future growth opportunities for the team.
- Are customer centric with a proactive and responsive approach to your work.
- It will be advantageous if you have experience with HRIS / Payroll systems such as SAP HR and are proficient in MS Office.
- Have the ability to manage a high-volume workload, which requires adherence to strict service level agreements.

**The DCS Difference**
DCS is a great place to work, and it’s not just us saying that We pride ourselves on being inclusive and know our people are our greatest asset.
Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works.
- Competitive salary range $$101,947 to $112,849 plus superannuation p.a + super, commensurate with experience plus access to salary packaging. Don’t forget 17.5% leave loading
- State of the art offices across NSW (if you’re into that sort of thing)
- 35-hour work week - yes, you read that right Not to mention any hours you work over this; you get back as Flex time
- We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. This includes access to compressed working hours, working in a hybrid model or from home. We are all real people with real lives, and we think that deserves to be celebrated
- Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised.
- Access to exceptional health and wellbeing benefits (i.e., Fitness Passport and EAP)
- Incomparable leave benefits available - including Flex Leave and Paid Parental Leave

DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.?

Visit our Careers site to find out what it means to work for us.

**Closing Date: Monday 1st May 10am**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process