APS EL1 - Manager Client Experience and Quality AssurancePosition Overview
The position of Manager, Client Experience and Quality Assurance is a newly created role reporting to the Director Court Operations, Strategic Support Hub (SSH). The SSH is a pivotal part of the Court's operational structure with broad responsibility nationally for enquiries management and filed document management. The SSH sits within a broader team known as Court and Tribunal Services. The Manager, Client Experience and Quality Assurance will be a member of that broader CTS Leadership Team.
The SSH operates across both general federal and family law jurisdictions and practice areas on a national basis. It includes the contact centre and national entry point for telephone, email and live chat contacts for both general federal and family law and national document management in family law. It also oversees the National Support Pool assisting Deputy Registrars working in family law nationally. The SSH includes 3 large teams of court operations staff and respective team leaders who may be expected to work across any of the three broad areas of support (Enquiries, Filed document management and Deputy Registrar Support). The Manager Client Experience and Quality Assurance will work closely with SSH team leaders and the Director SSH as a central management team to deliver efficient and effective services to the public.
This position has responsibility for assisting with the development and implementation of a client experience (CX) strategy and quality assurance (QA) framework for the SSH broadly including the contact centre of the court. This role will play a pivotal part in shaping and enhancing the client experience within the contact centre and more broadly the client facing operations of the SSH teams with a specific focus on national service delivery. This role will provide a bridge between cross functional teams to foster collaboration and improve quality assurance practices and overall client experience. This position does not currently have any direct reports, however, there may be a requirement to directly supervise staff in the future.
Key Responsibilities and Duties
The responsibilities of the position are to:
Selection Criteria Demonstrated experience within a contact centre or similar high-volume task-oriented environment including experience managing workflows and optimising systems and software capabilities to develop and implement client-centric optimisation strategies and initiatives.Excellent written and verbal communication skills with the ability to articulate complex concepts clearly and concisely to diverse audiences, including senior management, staff and other stakeholders.Demonstrated ability to initiate change projects and effectively plan, manage and deliver multiple simultaneous projects within scope and on schedule. This includes highly developed organisational project management and analytical skills.Demonstrated strong interpersonal skills and the ability to build relationships and collaborate with cross functional teams. This includes managing and negotiating stakeholder relationships, needs and sensitivities through change initiatives.Demonstrated ability to design, implement and analyse data and KPI targets including the ability to effectively communicate operational data and trends in a call centre (or similar) environment and identify areas for improvement and measure the impact of client experience initiatives.Demonstrated experience in quality assurance and performance management processes, including monitoring and evaluating team performance metrics and designing and implementing training initiatives.Strong customer service background, focusing on providing exceptional customer experiences, best practices and emerging technologies, digital transformation with the ability to apply relevant insights to drive innovation. Eligibility
Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following:
Australian citizenship – the successful applicant must hold Australian citizenship.Security and character clearance – the successful applicant must satisfy a Police Records Check and may also be required to complete security clearances during the course of their employment.Successful applicants engaged into the APS will be subject to a probation period.
Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply, but note that they cannot be engaged until their redundancy benefit period has expired.
Diversity and Inclusion
Federal Court Australia is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability. First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. Federal Court Australia will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.
RecruitAbility
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability
Aboriginal and Torres Strait Islander people are strongly encouraged to apply.
Contact Officer
For any questions, please contact Connor Moore at ****** or 02 8833 7490.
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