We are seeking a motivated leader to join our team and become the face of Australian Government services within the community. Service Centre Managers manage and support a service centre and its staff to provide high quality customer service. They have an important role in providing business intelligence; and escalating emerging and systemic issues that may impact on policy, performance and/or service. Service Centre Managers liaise and work with key stakeholders to foster partnerships and build service delivery capability. They also assist in the development and implementation of operational policy, strategy and procedures, as well as manage work output and quality. 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. Plus, if you're working in Moree, you will be eligible for fortnightly district allowance of up to $2,860 per annum. 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 Manage the day-to-day operations and building management of the Service Centre including managing resources, setting priorities and overseeing staff rosters and work allocation. Manage and support staff including performance, development, attendance, health and wellbeing. Monitor and manage work output and quality and report on the achievement of business outcomes. Raise issues that impact on performance or customer service, and exercise appropriate delegations in accordance with legislation and guidelines. Prepare a range of written materials, including business cases, reports, executive briefs and corporate documentation. Establish and manage relationships with local stakeholders to build service delivery capability and increase the profile of the agency's services. Manage customer feedback and complaints, including investigating and resolving customer issues and incidences escalated by staff.
