Queensland Treasury (Organisation site)
State Penalties Enforcement Registry (SPER); Fines & State Penalties Enforcement Registry; Queensland Revenue Office; Brisbane City
Queensland Revenue Office is expanding! We are currently recruiting for a new permanent Team Leader - Enforcement to lead a dedicated Skip Trace Team. Don't miss your opportunity to be part of an organisation where you can grow and make a difference.
You will lead and manage a team of service officers to deliver effective enforcement initiatives, actively encourage working together to ensure the timely delivery of high volume and quality work. The position is based in our Brisbane office and flexible work options may be requested.
Your typical day as a Team Leader - Enforcement may include: Provide ongoing support to staff throughout the day, answering questions and assisting with complex debt management matters. Holding coaching sessions with staff to discuss performance, set goals and provide guidance on improving skills and client interactions. Identifying training needs and plan or deliver training sessions or workshops to address skill gaps or process updates. Reviewing recorded calls to ensure quality service standards are being met. Handling escalated client issues or complaints. Updating and maintaining debt management databases and workflows to ensure debts are collected consistently. Negotiating case resolution for complex matters with clients and management. Analysing processes and workflows to identify areas for improvement, and work with management to implement changes. Managing the team's schedules to ensure adequate coverage during peak hours. Manage Team Performance. To be successful in this role, you will need to demonstrate: Working knowledge of digital and data technology systems; Strong negotiation skills and resilience. We support a thriving and future-focused workforce which offers flexible working practices (e.g., working from home) to ensure suitable and tailored work/life balance whilst meeting organisational, community and government needs. The position is based in our Brisbane office with high quality end of trip facilities available.
Joining QRO you will have opportunities for continued learning, growth and career development. To find out more about working for QRO please see attached candidate information pack.
Queensland Treasury is committed to building an inclusive and diverse workforce that reflects the community we serve and treating all applicants equitably. This starts with recruitment, including making reasonable adjustments to support applicants at all stages of the process.
If you are interested in this role - click "Apply" to be redirected to the full advertisement, including role description and contact details.
Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles. Job Ad Reference: QLD/611491/24
Closing Date: Tuesday, 07 January 2025 Further information We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Please ensure you download all attachments and follow the instructions on how to apply.
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