One function within the Roll Data and Client Engagement team is to lead the AEC's public engagement capability, supporting AEC staff in the delivery of public facing engagement to manage elector enquiries, feedback and complaints. The Public Engagement section handle day-to-day enquiries and feedback from members of the public through various channels and support our face-to-face AEC staff in managing complex enquiries. In the lead up to and during a federal event, such as an election or referendum, the team coordinates the deployment of a contact centre, and becomes an escalation point for high complexity, time-critical enquiries and complaints. The key duties of the position include The Assistant Director, Public Engagement supports the Director of the Roll Data and Client Engagement team in the Roll, Service and Foundations Branch the with day-to-day matters relating to public engagement enquiry and complaint coordination, including non-legal complaints management. It's a chance to lead a team to ensure our service delivery and public engagement initiatives align with Australian voters' needs and values. The Assistant Director responds to pressure in a positive and calm manner, while committing energy and drive to see that organisational and strategic goals are achieved. This role oversees a small team, supporting and promoting an inclusive culture which enables people to make their best contribution. The role is responsible for undertaking very complex and/or sensitive work, under broad direction, utilising expertise across a range of activities relating to the provision of public engagement, strategic stakeholder engagement and AEC representation before various stakeholders. The role conducts reporting and analysis to identify and investigate emerging trends and will be involved in the co-design and implementation of enhanced service offering over the next three years. In addition, and in the lead up to federal events, the role may oversee procurement and contract management functions and support a surge workforce environment. If you're passionate about public service, possess strong leadership skills, and excel in communication, this role offers a rewarding career path. You'll have the chance to make a real difference by connecting people with resources and information, enhancing civic participation, and promoting a stronger, more informed community. To excel you'll have: Proven ability to communicate effectively whilst anticipating stakeholder needs including ministerial staff and expectations across a geographically dispersed network. Established ability to make decisions that are based on professional judgement, evaluating risks and in the context of a complex and changing environment. Demonstrated ability to manage staff while developing capabilities, encouraging career development and promoting professionalism. Proven experience in resourcefulness and collaboration to develop innovative and effective solutions and fostering positive outcomes, in a dynamic environment. Knowledge and experience in successfully setting priorities and delivering quality results on time and on budget. Proven analytical capabilities to inform, propose and facilitate change and contribute to business improvement strategies. Demonstrated personal integrity and composure under pressure whilst achieving results within legislative and policy parameters. Additional responsibilities during an Electoral Event: The ability to manage highly sensitive and complex complaints and requests (including ministerial correspondence) in the lead up to, and following, an electoral event. The ability to oversee a surge workforce which supports contact centre operations and escalations. Strong reporting and analysis skills for specific reporting and analysis on Public Engagement contact themes that will be required at the time. Desirable: Experience in public engagement, front facing service delivery, handling feedback and customer management. Knowledge of, or ability to quickly gain knowledge of, Australian electoral law and practice. Experience in project management, including managing short duration, high intensity projects including surge or short-term workforces.
