Contact Centre Manager
Ongoing – Full Time and Talent Pool
SNSW Grade 9/10
Location: Various Locations, including Lithgow, Maitland, Gosford, Newcastle and Parramatta
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, a 24/7 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.
About the role
As the Contact Centre Manager you will manage the day to day operational delivery of a small to medium Service NSW Contact Centre to provide diverse and integrated services to the customers of NSW. This role works closely and reports into a Senior Manager Contact Centre
SNSW Grade 9/10 – The package includes the base salary range of ($112,141 to $128,473), plus employer’s contribution to superannuation and annual leave loading.
To be successful you will be able to
and improvement opportunities
and information flow to ensure the work produced meets service standards and/or exceed quality
standards and business requirements
improve customer service, team capability and coaching needs
Drive contact centre team efficiency and operational effectiveness, utilizing process improvement and the circle of service program to build operational capabilities
business objectives and Service Level Agreements
professional expertise and ensure succession planning and continuity of service delivery
Please note that employment at Service NSW is subject to a satisfactory Criminal Records Check.
Applications Close: 27th May @11:59am
When applying you need to:
Provide a covering letter and resume (Resume not exceeding 5 pages) that details your experience and how you meet the capabilities of the role.
Want to know more?
For a confidential discussion about this role please contact Paige Lutkie via email at Paige.Lutkie @service.nsw.gov.au
For more information about the Service NSW recruitment process, please contact Bryan Kreltszheim at [email protected]
Part of the assessment process includes additional online capability testing, skills testing or work samples in accordance with the Government Sector Employment Act 2013. A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
Service NSW is passionate about building a culture that values and supports diversity and inclusion. Service NSW encourages applications from people with disability, Aboriginal and Torres Strait Islanders, LGBTQI and people from culturally and linguistically diverse backgrounds.
If you are a person with disability and need adjustment in the recruitment process, please contact the Recruitment team via email on [email protected]
If you do require an adjustment during the recruitment process, please notify us on your application form.
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