The key duties of the position include The Role In this position you will be responsible for, or contribute to; Leading a dedicated team of customer service experts in a contact centre environment to effectively deliver a range of AGVSA services to ensure AGSVA meets its Service Level guidelines. Fostering a culture of customer service excellence, striving to exceed customer expectations and maintaining high customer satisfaction levels. Creating a supportive and inspiring team environment with an open communication culture.

Working closely with various stakeholders to ensure cohesive processes and timely resolution. Addressing complex customer service issues escalated by team members and providing effective solutions. Monitoring, analysing and reporting on performance metrics, identifying areas for improvement, and implementing corrective measures as needed to drive improvements.

Supporting broader strategic plans including the implementation of cultural work plans. Managing complex enquiries ensuring customer concerns are addressed promptly and appropriately. Developing and maintaining collaborative and effective relationships with key stakeholders, including customers and interdepartmental teams.

Be accountable to set work priorities by overseeing day-to-day operations, including delegating tasks and setting clear team goals. Training and developing team members, ensuring they are appropriately skilled, informed about the Defence Values and committed to upholding them. About our Team The Australian Government Security Vetting Agency (AGSVA) is the central vetting agency for the Australian Government and conducts security clearance assessments for federal, state and territory agencies.

As part of the Vetting Customer Services (VCS) team within AGSVA, you will lead a dedicated team of customer service experts. VCS is responsible for responding to stakeholder enquiries via phone and email, completing transactional tasks related to security clearances and supporting a diverse range of stakeholders. The role is faced paced, comprising complex tasks and responsibilities in a challenging and rewarding environment.

The Customer Service Team is a dedicated contact centre providing assistance to a wide range of stakeholders regarding security clearance matters. The AGSVA Contact Centre operates between 8am and 4:30pm (CST) Monday to Friday excluding national public holidays. Our Ideal Candidate We are seeking an inspiring leader who thrives in a high tempo, high pressure environment to provide effective guidance, advice and support to their team, and the security clearance community more broadly.

As our ideal candidate you will have demonstrated: Exceptional leadership, organisational and team management abilities. Excellent interpersonal and communication skills. Proven ability to handle multiple priorities and adapt to changing situations.

Knowledge of performance evaluation and customer service metrics. Proficiency in relevant computer applications a.