Team Leader - Customer Care, Intake and Triage team, Issues ResolutionGrade: Clerk Grade 7/8Salary range: $110,266 $122,058 + superannuation and leave loadingDuration: Ongoing, Full timeLocation: Parramatta, Gosford, Newcastle, Wollongong or suitable regional location, subject to office capacity. Office attendance required 2 3 days per week.About the teamAn exciting opportunity has become available for a Team Leader to lead a newly created team within Issues Resolution. The establishment of the Customer Care, Intake and Triage team is designed to deliver on our key strategic priorities and will play an integral role in delivering clear and customer-centric services.This newly formed team will deliver further improvement in the triaging, prioritisation and allocation of customer complaints and enquiries and the identification of trends and emerging harms. This is a rare and exciting opportunity to be involved in the design and establishment of this new, integral team.To be successful in this role you will demonstrate:Strong customer service experience and a proven ability to lead teams to provide exceptional customer service.Strong leadership skills with the ability to support, coach and develop team members to deliver quality, customer-focused outcomes in a high-volume environment.The ability to apply risk-based assessment processes to make suitable and efficient decisions.Strong attention to detail and the drive to share insights, work collaboratively across teams and contribute to the ongoing development of a team.The ability to understand and apply policy and legislation.Strong written and verbal communication skills.What we need from youPlease submit your resume of no more than 5 pages, including a cover letter of no more than 2 pages, sharing your motivation for applying for the position and demonstrating your capability and relevant skills.Salary Grade 7/8, with the base salary for this role starting at $110,266 base plus superannuation.Closing Date: Thursday 27th February 2025 (9:59am)Careers at Department of Customer ServiceA career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.Belong in our diverse and inclusive workplaceThe strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process, please contact Gabriella.Schulzer@customerservice.nsw.gov.au or 02 9494 8351. #J-18808-Ljbffr
Job Title
Team Leader