Aps 6 - Customer Support Manager

• $88,175 - $100,724 (plus Super)
• Queanbeyan - NSW

The Role
The Information Access Unit (IAU) was established to provide applicants seeking information from Defence with a single point of contact. You will work closely with internal and external stakeholders to deliver services to ADF members, ex-members, families and representatives seeking information from Defence. You will provide information, education and case management for those with complex needs around accessing information. You will work independently with reasonable autonomy and be accountable for achieving your deliverables. You will exercise both initiative and judgement in the interpretation of policy and the application of practices and procedures.
This role will suit you if:

• You enjoy positive and challenging aspects of customer engagement and have a high level of emotional intelligence.
• Enjoy making things happen without being daunted by the unknown, enjoy a challenge and see these as learning opportunities.
• Can adapt in a positive and flexible manner.

About our Team
The Information Access Unit is part of the Defence Customer Service Network (CSN) that comprises call centre, email and face-to-face customer services, archives, travel, publishing and library functions. We provide high-quality customer service to serving Australian Defence Force, ex-serving and Reserve members, the Australian Public Service, and the general public. These roles will be responsible for:

• Customer and stakeholder engagement.
• Management of information requests.
• Support for complex information requests
• Coaching team members, identifying training needs and providing quality assurance.
• Collating, analysing and producing reports.
• Interpreting legislative frameworks, government decision making and policy documents.
• Identifying issues and contributing to the resolution of problems.

You will be working with your team to enhance the customer experience. You will be agile in your thinking, proactively engage with your peer network and stakeholders, while actively identifying opportunities to implement improvements to service delivery, meeting current needs whilst looking to the future.
Our Ideal Candidate
The Service Delivery Division prides itself on its positive, collaborative, and supportive workplace culture. For us, it is all about the team and we want people who want to be a part of the culture we have created. Our ideal candidate will enjoy working in a dynamic workplace on a wide variety of tasks. You will demonstrate the following characteristics:

• Genuine interest in providing the customer with a positive and professional streamlined experience.
• Achieving outcomes through effective negotiation skills.
• Excellent communication skills, both written and verbal.
• Confidence to engage with stakeholders at all levels, including those with complex needs.
• Resilience, personal drive and a focus on enabling others in support of Defence capability.
• Willingness to learn and be challenged
• Demonstrated ability to lead a team in a customer service environment.
• Ability to adapt to change in a positive and flexible manner.

If you are looking for a position where you will be engaging with a variety of clients and suppliers and you enjoy coming to work in a role where no two days are the same, then engage with the contact officer and discuss further.