Service Tasmania | Team Leader | Contact Centre

Full job description
Department of Premier and Cabinet
Service Tasmania
Applications must be submitted by Sunday 01 September, 2024 11:55 PM
Position details
Applications close:
Sunday 1 September, 2024 11:55 PM AEST
Award/Classification:
Tasmanian State Service Award - General Stream Band 4
Salary:
$80,5+3.00 to $+2,764.00 per annum
Employment type:
Permanent, full-time
Region:
Statewide
Job description:
The Team Leader is responsible for providing support and guidance to a group of employees delivering services to the Tasmanian community. Leading with excellence you will foster exceptional customer service, drive productivity and accurate outputs through monitoring, coaching, and identifying development opportunities of staff, supporting change, and promoting a collaborative, cohesive culture that upholds our Values and Customer Service Charter.
Having a diverse workforce that represents the wider Tasmanian community is very important to us and we actively encourage applications from people with disabilities, from culturally and linguistically diverse backgrounds, people who may identify as LGBTQI+, and all genders. We recognise the value, unique skills and knowledge that Aboriginal employees bring to the workplace and welcome and encourage applications from Aboriginal people.

We are committed to putting the rights and wellbeing of children and young people at the centre of what we do. We will employ the right people. We will embed a culture of self-reflection and continuous improvement. We will have the courage to change what needs to be changed. We will regularly review our policies and structures through a child and youth safety lens. Our people will be equipped with the skills to recognise and respond to signs of harm. We are growing a culture where everyone takes responsibility, shares information, and speaks up if something doesn’t seem right. Together, we’re creating a place where all children and young people are safe from harm.

We support reasonable adjustment requests in any stage of the assessment process to remove barriers and facilitate full participation in all aspects of employment for applicants. If you have individual requirements that need to be accommodated in order to participate in an interview or recruitment activity, please inform the contact person listed for this vacancy.

We understand that people have different needs to manage their work and life and to support people we embrace the benefits of flexible working arrangements. Talk to us about how this could work for you.

Hours per fortnight
Up to 73.5 hours - We recognise the value in flexible working arrangements. Talk to us about how this could work for you.

Please note this selection process may be used to make additional appointments for similar roles within Service Tasmania.

Duties
Monitor and evaluate performance of Customer Service Consultants (CSCs) and provide coaching and constructive feedback to improve productivity.
Address conflict and challenges within the team to foster a positive and collaborative work environment, and understand when to escalate to a Service Delivery Coordinator
Oversee day-to-day operations within area of responsibility and assign tasks and responsibilities to team members, considering individual strengths and skills to optimise performance.
Support their team to achieve set goals and objectives that align to the Departments strategic and business objectives.
Facilitates effective communication, ensuring that team members are informed, engaged, and aligned with goals.
Identify and support individual and team development needs, provide training opportunities to CSCs for skill enhancement supporting career growth and success within roles.
The incumbent can expect to be allocated duties, not specifically mentioned in this document, that are within the capacity, qualifications and experience normally expected from persons occupying positions at this classification level.
Essential Requirements
The Head of the State Service has determined that the person nominated for this position is to satisfy a pre-employment National Criminal History Police Check before taking up the appointment, promotion or transfer. The following check is to be conducted:

Checks for criminal charges, convictions or findings of guilt for:

crimes involving dishonesty
crimes of violence
sex related offences
serious drug offences
traffic violations, criminal or traffic charges (but not including parking infringements).
Desirable Requirements
A current motor vehicle driver’s licence
Previous experience working in a customer service environment across multiple sites and/or multiple channels.

How to apply
Electronic submission of application is preferred,

You will be prompted to upload a 1-2 page short application outlining your experience, skills and knowledge as they relate to the Statement of Duties and a resume.

Please note that we do not require a separate statement addressing the selection criteria.

If you have any difficulty uploading your application, please contact us prior to the closing date on (03) 6270 5607 or (03) 6270 55++.

Danielle Artini
Team Leader, Northern Regional
danielle.artini@service.tas.gov.au
Phone: 0402 218 080 Read more