Director, Customer Service Delivery North

Ongoing Executive Level 2 Opportunity
- Position available in Brisbane or Sydney

**About the FWO**

The Fair Work Ombudsman (FWO) is an independent statutory office established by the Fair Work Act 2009. Our functions outline our responsibilities as set by the Fair Work Act 2009 to achieve our purpose:

- provide education, assistance, advice and guidance to employers, employees, outworkers, outworker entities and organisations
- promote and monitor compliance with workplace laws
- inquire into and investigate breaches of the Fair Work Act
- take appropriate enforcement action
- perform our statutory functions efficiently, effectively, economically and ethically.

**What our employees say about us**

We are one of the most engaged and high performing agencies in Australia; consistently scoring above average on employee engagement and wellbeing when compared with other APS agencies.

**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 FWO you must be an Australian citizen.

**About the Team**

The Fair Work Infoline plays a critical role within the agency by answering enquiries from the public regarding workplace issues. We are a dynamic modern contact centre and provide tailored advice and information to both employers and employees. We empower our customers by:

- Promoting and helping customers navigate our online self-help resources
- Offering tailored assistance to those most in need of our services
- Providing guidance on the best way to resolve workplace issues

**Typical Duties**

The duties of this role include, however, are not limited to:

- Leading and managing a cohesive geographically dispersed team of approximately 80 employees in Brisbane and Sydney to achieve results
- Strategic and operational leadership of our national contact centre with the Director, Customer Service Delivery South, who leads our Melbourne, Adelaide and Perth centres
- Building a highly capable and engaged team by identifying and leading initiatives to develop our employees, improve recruitment and retention practices and other business processes
- Building the management and leadership skills of the leadership team to ensure a common purpose, collaborative approach and succession planning
- Achieving positive operational and customer outcomes, including practical and accurate advice, positive feedback and managing customer wait times
- Building and maintaining effective relationships with internal and external stakeholders.

**What we are looking for**

We are seeking a highly motivated and successful people leader to join our team. We have a strong leadership team and are looking to further enhance it with your ideas and energy.

**Selection Criteria**
- Demonstrated ability to lead a large geographically dispersed team, preferably in an operational environment, including through periods of change
- Proven skills in driving performance and building capability in a large team
- Success in building capability of your leadership team, including the coaching skills of leaders
- Demonstrated success in building and maintaining relationships with stakeholders and communicating with influence with a variety of audiences
- Ability to think strategically and understand the broader environment to develop and implement initiatives that improve the overall performance of the service

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