Customer Service Team Leader
Australian Government Department of Defence
6 zile în urmă

The Role

The APS4 Customer Service Team Leader (CSTL) role is responsible for the supervision and coaching of a Customer Service team.

The CSTL will review and monitor the performance and quality of output to ensure the team successfully / effectively contributes to face to face, email and phone product service delivery.

The role is also responsible for administering, planning and overseeing daily operations and will work collaboratively across an integrated customer-centric network.

About our Team

The Directorate of Archives and Service Centres (DASC) is part of the Defence Customer Service Network (CSN) that comprises call centre, email and face to face customer services, archives, travel, publishing and library functions.

Our dedicated staff ensure the role of the network provides high-quality assistance and customer service to serving Australian Defence Force (ADF), ex-serving and Reserve members, Australian Public Service (APS) and the general public.

In the ACT region, there are 4 Customer Service Centres and 4 Office Amenities Teams. The successful candidate will be required to lead the day-to-day operations of one or more of these locations.

The Customer Service Team Leader (CSTL) will supervise a small team of APS1-3 staff and will report directly to an APS5 Assistant Service Delivery Manager (ASDM).

This position is a dynamic and challenging role focusing on delivering excellent customer service, managing team performance and achieving outcomes in a complex and fast-paced service delivery environment.

Our Ideal Candidate

The successful candidate will have a proven track record in leading teams to achieve organisational goals whilst building a high-performance service delivery culture.

To be successful in the role, you will have :

  • Demonstrated experience in a service delivery environment
  • Demonstrated ability to identify issues and drive continuous improvement
  • Highly developed communication and negotiation skills
  • Developed stakeholder engagement and liaison skills
  • Ability to work collaboratively with local and remote teams
  • Experience leading diverse teams in a customer service environment
  • This role is ideal for an energetic and motivated individual with a strong focus on continuous improvement and attention to detail.

    We are looking for enthusiastic people to join our team and form a Merit Pool of suitable applicants for future placement.

    Self-drive travel between different sites and locations will be required; the successful candidates will have a current Driver’s Licence.

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