Job Title: Senior Service Delivery Officer
Employment Type: Full time
Salary: $88,923 - $92,670 + attractive Superannuation
The Department's Veterans' Access Network is the Department's first point of contact for general client enquiries and interactions. Offices are located in state and territory capitals and other locations across regional and rural Australia. The Veterans' Access Network is a national work unit, providing high quality and professional services to the veteran community, which primarily consists of veterans and their families, current serving members and representatives of ex-service organisations.
The Senior Service Delivery Officer based in Melbourne will be responsible for providing support to staff located in our locations at Melbourne, Morwell, Ballarat, Geelong, Wodonga and Woden in the ACT.
Reporting to the APS 6 Veterans' Access Network Manager, the APS 5 Senior Service Delivery Officer is responsible for managing a team of APS 3 and APS 4 Client Contact Officers working in a call centre environment. They are primarily responsible for ensuring team members are adequately trained, supervised, and receive ongoing performance development and feedback so that external clients have a positive experience when contacting the Department. This occurs through active call monitoring, conducting quality assurance evaluations, and ongoing performance management.
The Senior Service Delivery Officer develops and delivers onboarding and training materials, ensuring they are nationally consistent. They also act as a first point of contact for any escalated issues, which may include more complex or sensitive calls received by Client Contact Officers, or less routine enquiries from external stakeholders. The role identifies systemic issues and knowledge gaps and seeks to address these. The role applies significant technical and corporate knowledge and builds the capability of staff through feedback, coaching, and on-the-job training.
Please refer to the Candidate Information Pack for a list of duties related to this role.
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