Team Leader, Customer Service and Education Job posted: 28/11/2024
Organisation: Portable Long Service Authority
Occupation: Customer Service/Call Centre
Reference: VG/1833627
The Team Leader – Customer Service and Education is involved with collaborating with the Manager, Customer Service and the other Team Leaders to establish the operational strategy, policy and processes to administer the Portable Long Service Benefits Scheme effectively, manage and mentor a team providing high-quality customer service and education to workers and employers, as well as providing dedicated support to project teams, ensuring efficient project execution and timely delivery of objectives.
About us
The Portable Long Service Authority (the Authority) is an independent statutory body established to administer the Long Service Benefits Portability Act 2018. The Act, together with the Long Service Benefits Portability Regulations 2020 provide a Portable Long Service Benefits Scheme. The Authority plays an important role in allowing workers in the community services, contract cleaning and security industries to build up long service benefits based on time in their industry rather than with a single employer. We foster an inclusive and collaborative culture that celebrates achievements and allows everyone to contribute to our success.
About the role
We have an exciting opportunity for a Team Leader to join our growing team. Responsibilities in this role will include:
leading and directing a team in a dynamic customer service environment using a supportive and influencing approach to create a high-performing team that aligns with organisational objectives managing and resolving complex and escalated worker and employer queries in relation to process, entitlements and interpretation of legislation in conjunction with the Manager, Customer Service developing the Authority's operational framework, policies and processes as well as informing the customer service and education strategy and accompanying events which feed into the operational strategy such as running webinars, information sessions, one-to-one training and other ad hoc initiatives in conjunction with the Manager, Customer Service providing support to the Manager, Customer Service to design and produce reports, design performance measures and targets, system controls, quality assurance and run projects About you
As Team Leader you will be able to:
demonstrate experience leading a customer service functions, displaying strong leadership, effective supervision and development of staff, to assist the team to deliver high quality and timely customer service outcomes demonstrate the ability to communicate changing priorities, to model a flexible and responsive approach to broader organisational changes, and to design and implement improvements to business processes and policies successfully interpret and apply legislation, policy and procedures to resolve complex issues demonstrate the ability to effectively build collaborative working relationships, educate and communicate with influence, and think quickly on your feet Why work at the Authority
Located in the heart of Bendigo, where you can enjoy a modern and collaborative working environment with open plan workspaces, fully equipped meeting rooms and more We value work-life balance and offer hybrid working options, including two days of work from home per week You can benefit from above award wages and annual salary increases under the Victorian Public Service Enterprise Agreement Generous leave entitlements, along with paid study leave, paid parental leave, purchased leave and more Learning and development opportunities, annual performance plans, public sector networking, along with on the job learning and development Your well-being is important to us, which is why we offer a free and confidential Employee Assistance Program, as well as other health and well-being initiatives How to apply
Please click the Apply button on this advertisement. Applications should include a resume and cover letter addressing the key selection criteria (Max. 1 page).
Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening
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