Aps 6 Dhoas Team Leader

• Location: Brisbane, QLD
• Salary Range: $97,735 - $110,982 + Attractive Superannuation
• Contact Officer: Trevor Holland - (07) 3565 3685, trevor.holland3@dva.gov.au

DVA administers the Defence Home Ownership Assistance Scheme (DHOAS) and the Defence Home Owner Scheme (DHOS) on behalf of the Department of Defence and the DVA scheme Defence Service Home Loans (DSHL).DHOAS is available to serving and recently ex-serving Australian Defence Force Members. Eligible applicants receive a monthly subsidy on a specified portion of their mortgage. DVA’s role involves taking ADF member enquiries, determining eligibility and entitlements, processing subsidy certificates and payments, and monitoring member’s ongoing entitlement.
The Team Leader role is essential in the daily running and resource management of the service delivery area within the DHOAS section.Working closely with the Assistant Director and colleagues, the Team Leader manages the workload, performance, accuracy, adherence to behaviours and productive relationship management across a large team. Ensuring a safe, organised and harmonious workplace with back-up strategies to cope with unexpected disruption to the Team’s operations, is the primary task of the Team Leader.Duties

• Lead and supervise members of the team and effectively manage priorities, workloads, including staff leave, to successfully deliver against set KPIs.
• Manage complex customer relationships and escalated enquiries/cases and issues
• Actively and constructively lead and participate in team meetings.
• Demonstrated strong commitment to service delivery and have the ability to contribute to the effective delivery and ongoing enhancement of veteran contact services by identifying opportunities for improved processes and work practices in call handling and enquiry processing.
• Provide leadership and drive positive performance by mentoring, coaching and supporting all members of the team and section. Deliver constructive feedback, including recognising good performance, identifying and addressing learning and development needs to develop team and individual capability.
• Work collaboratively and effectively with the teams in other DVA business areas in order to maintain and improve the level of service provided to veterans by the team, ensuring that findings, outcomes and developments are regularly reported to management.
• Provide advice and prepare written reports and presentations for management on the team’s performance and workflows. Have the ability to maintain and analyse data and use that information to deliver and report on team achievements and areas of opportunity.
• Have the ability to work with shifting priorities and times of peak workloads and strategically manage these priorities in line with our deadlines and successfully engage buy-in from the team.
• Commitment to the strategic objectives of the area and contribute to the business plans and goals of the section and Branch, including the ability to implement decisions or change.

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

NotesThis recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.Successful applicants engaged into the APS will be subject to a probation period.DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: