Senior Customer Resolution Team Leader

Senior Customer Resolution Team Leader
SNSW Clerk Grade: 9/10 starting annual salary $134,626 plus superannuation and leave loading
Employment Type: Full time, Ongoing
Location: Sydney, Parramatta, Gosford or another Service NSW approved location
Hybrid vs In-office requirements  Minimum 2 days per week in office (in an approved Service NSW location)

This role sits within the Enterprise Risk and Enablement Division in the Customer Resolution and Disputes team.

We are looking for an experienced, authentic and empathetic leader to lead a busy frontline complaints team within Service NSW’s Customer Resolution and Disputes Team.

About the team
The Service NSW Customer Resolution and Disputes Team is responsible for managing and resolving, all Service NSW escalated complaints and disputes against administrative decisions. This includes complaints which come directly to Service NSW from customers, but also those that are referred from the Minister’s Office and entities including the Anti-Discrimination Board, the NSW Ombudsman and the Australian Human Rights Commission. The Senior Customer Resolution Team Leader will lead a team of approximately 8 staff members, creating a psychologically safe work environment, positive team culture and driving results against pre-determined SLAs.

Your day-to-day
As the Senior Customer Resolution Team Leader, you lead a busy frontline team responsible for resolving escalated complaints from Service NSW customers. You will lead and advise your team on effective complaints handling, including training, mentoring and conducting quality assurance activities for your team members. You will identify and analyse best practice to develop and deliver improved service standards.

Your responsibilities include:

•  Leading a high volume frontline team resolving complex and escalated complaints
• Coaching and mentoring staff to effectively respond to complaints, including devising, implementing and overseeing strategies for complaints handling
• Providing guidance and support to team members to maintain a positive culture, drive performance, support team members and resolve people matters
•  Providing advice on complex and escalated complaint resolution using your expert knowledge on legislation, regulations and procedures to provide an effective outcome

• Proactively maintaining knowledge and expertise of current processes and guidelines, and comply with privacy and legislative obligations, to support effective and timely resolution of customer complaints
• Building and maintaining professional relationships and networks with stakeholders across NSW Government, Service NSW, partner agencies and Service NSW customers to resolve customer complaints in a productive and efficient manner.

About You:

•  You’re an experienced leader, with demonstrated results leading a frontline team in a complaints or customer service environment
•  You have extensive experience and a strong understanding of complaint resolution processes, policy obligations and legislation
•  You are motivated by, and take ownership of, delivering valuable and positive outcomes for customers
•  You have excellent written and verbal communication skills
•  You have strong communication and relationship building skills and can guide discussions into outcomes
•  You effectively prioritise high volume workflows in a time pressured environment with multiple stakeholders

Closing Date: Wednesday 26th August at 9:59am

For enquiries relating to this recruitment please contact Alyssa Shearman via [email protected]

This role has been advertised externally and a talent pool may be created for any temporary or ongoing opportunities that arise over the next 18 months. 

Click Here to access the Role Description. For enquiries relating to recruitment please contact Alyssa Shearman via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Careers at Department of Customer Service
A 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 workplace   
The 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.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [email protected].

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