We are seeking motivated, developing leaders to join our team and become the face of Australian Government services within the Community. Team Leaders provide support to the leadership groups by managing a team of service officers in their day-to-day operations. They provide support to the team, approve leave and allocate and monitor workload and performance. Team Leaders work with the leadership groups to resolve escalated customer issues, identify and address staff learning and development needs and implement change. We stand for diversity, inclusion and belonging in our teams. We want everyone to feel included, respected, supported, valued and empowered. We embrace the benefits this brings to our work every day. On top of your salary, we offer a 15.4% superannuation contribution, annual salary increments, overtime opportunities, and flexible working arrangements, including flex time. You will also have access to a generous suite of leave entitlements, such as cultural and ceremonial leave, as well as study assistance. Go to our Services Australia Enterprise Agreement 2024-2027 to see all conditions we offer. As a new team member, you are not expected to know everything at once. You will learn to understand and explain Centrelink, Medicare or Child Support payments and services to customers when they come into your local Service Centre. Working with us, you will lead a team in helping your community when they need to access government services. To do this, we will train and support you. When you apply, we will ask you a few questions to better understand the skills and capabilities you bring to the role. Our ideal candidate will show their work-related capability/experience undertaking relevant leadership duties. The key duties of the position include Support the leadership team to manage the day-to-day running of the Service Centre including supporting staff and their health and wellbeing, approving leave, monitoring attendance, workload and performance, and allocating work. In collaboration with the leadership team, identify and address staff learning and development needs, which may include coaching and training. Manage operations to improve the customer experience. This includes monitoring and managing the streaming of customer traffic in real time, developing strategies to balance customer demand and resources and reporting and collaborating with regional and national staff to share information. Prepare the staff roster and allocate work based on resources and priorities. Monitor and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to support overall performance. Support staff to resolve customer feedback and complaints and investigate and resolve escalated issues and incidences. Encourage innovation and support service officers through changes in business and process improvement.
