Service Centre Manager – Armidale Service Centre Title: Service Centre Manager (Service Centres) Salary: Service NSW Grade 7/8 ($98,941 - $116,651, plus employer's contribution to superannuation and annual leave loading) Location: Armidale Service Centre - Onsite Employment Status: Full-time - Ongoing We are currently recruiting for the position of Service Centre Manager at our Armidale Service Centre. About the opportunity: If you are passionate about working in a customer-centric team, delivering positive face-to-face customer service experiences, and enjoy working in a fast-paced environment, this could be the right role for you. You will manage the day-to-day operations of a service centre to ensure efficient delivery of services to the Customers of NSW in accordance with the Service NSW vision, mission, and values. The role also inspires the Service Centre team to draw on the best in service delivery to provide a positive customer experience. Key accountabilities: Manage the day-to-day operations of a small service centre to deliver timely, efficient, and diverse face-to-face integrated services to the customers of NSW that maximises a positive customer experience.Identify, implement, and maintain effective business processes including customer experience improvement programs in the centre to support consistent service delivery across the network to optimise service delivery efficiency and effectiveness.Manage and resolve complaints as per standards and guidelines and identify trends and improvement opportunities to improve customer service outcomes.Develop and maintain effective relationships and collaborate with internal customers and stakeholders to improve performance measures, tools, and processes to enhance business systems, processes, and workflows in the centre.Lead team management, work planning, coaching, and professional development initiatives to align resources to deliver priorities and a positive customer experience.Drive compliance in accordance with legislation and standards to ensure confidentiality, privacy, and integrity of information is adhered to.Monitor, analyse, and evaluate work volumes and other data to identify trends and new or emerging issues and recommend changes and strategies to inform decision-making and enhance team and business activities and services. How to Apply: Provide a cover letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description). Closing Date: Wednesday 6th November at 9:59am Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Employment with Service NSW is subject to a satisfactory national criminal record check. About Service NSW: Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting-edge digital solutions and an award-winning culture of passion and teamwork. Further Information: For enquiries relating to recruitment please contact Bryan Kreltszheim via ******
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