Team Leader - Contact Centre - Newcastle - 6 Months

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Description

Team Leader Newcastle Contact Centre Upcoming Ongoing and Temporary opportunities (Weekends and Public Holidays included) SNSW Grade 6/7 About Service NSW Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork. Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, an extended hours phone service and an expanding network of Service Centres.

We currently partner with more than 50 agencies to offer in excess of 1,000 NSW Government transactions including driver licences, vehicle registration renewals, applications for birth certificates, Senior Cards, Housing NSW payments, fines, contractor licences and many more. The role: In this 6 month development opportunity you will lead a team of Customer Service Representatives and Customer Concierge Operators to deliver timely, efficient, effective and integrated services to customers of the NSW Government, ensuring high levels of customer service delivery and provision of a quality customer experience which is easy, convenient and secure as possible. Lead the team in the provision of high quality information, assistance and customer service by monitoring the nature of customer inquiries, handling complex and sensitive matters, providing employees with feedback on individual performance and development.

To be successful in this role(s) you will be able to: Manage and lead a team of Customer Service Representatives and Customer Concierge Operators to deliver efficient, effective and high quality services to customers and to achieve operational objectives, whenever possible without the customer having to be transferred between representatives or re-contact Service NSW or other agencies Engage, motivate and coach team members and optimise individual and team performance Provide team members with accurate, fair and fact based performance feedback and coaching Salary includes a base salary range of ($83,389- $95,682), plus employer's contribution to superannuation and annual leave loading. Operating Hours: The Contact Centre operates 365 days per year with extended operating hours from 7am to 10pm. You may be required to work rotating shifts including afternoon and evening work from Monday to Sunday, consecutive weekend shifts and also work public holidays.

To apply: 1. Complete the mandatory questions in the online application, by clicking 'Apply Now'. 2.

Attach your current resume and a covering letter outlining your suitability to the role. Click Here to access the Role Description. For a confidential discussion about this role please contact Lidija Apoleska via email on Lidija.

Apoleskaservice.nsw.gov.

au For enquiries relating to recruitment please contact Lauren Johnson via lauren.johnsonservice.nsw.

gov.

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Company
Service NSW
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Posted

12 Nov 2019

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