Assistant Director, Customer Support And Business Improvement | Full-Time Permanent

Classification: Senior Officer Grade C
Salary: $119,595 - $128,465 plus superannuation
Position No: 39842
Directorate: Transport Canberra and City Services
Advertised (Gazettal date): 25 March 2024
Contact Officer: Ellen Acheson on *************@act.gov.au or (02) 6207 8***

Details: The Assistant Director, Customer Support and Business Improvement is responsible for managing and overseeing the operational team which is the gateway to the directorate’s referrals, submissions and customer enquiries that relate to the creation of Territory assets through land development projects. The role is also responsible for coordinating and supporting the contract and procurement process, management of the branch fleet of vehicles, and assisting with payroll approval.  The role requires a person proficient in people and process management, who has excellent attention to detail, is proactive and can prioritise and manage submission workflow and escalation points.

The Assistant Director is responsible for ensuring the team receives, records and circulates planning and design submissions to relevant TCCS business units for review, assessment and acceptance within statutory and agreed timeframes.

Excellent liaison and communication skills are essential in this position as the role is responsible for ensuring phone and email queries received from industry and the community regarding submissions and approval processes are actioned in a timely and efficient manner. The ability to proactively triage, respond to or redirect technical queries to the relevant teams within the Branch or other TCCS Business Units is essential.

This position is also responsible for the review and continuous improvement of operational policies and procedures for the Customer Support and Business Improvement team, with a core focus on those relating to land development submissions and referrals. The Assistant Director is also required to have sound knowledge of directorate standards, codes and technical specifications related to the teams’ functions.

Eligibility/ Other Requirements:

• Relevant tertiary qualifications and/or experience in civil infrastructure or general technical policy desirable.
• Competent in in the use of Microsoft Office Suite and document management systems such as Objective and Project Wise.
• Current Australian Class C driver’s license essential.

Note: Selection may be based on application and referee reports only. An order of merit will be established from this selection process and may be used to fill future identical vacancies over the next 12 months. Please note, this position is located in a workplace designed for activity-based working (ABW). Under ABW arrangements, officers do not have a designated workstation/desk.

How to Apply:

• A written response no more than two pages in length responding to the criteria listed in the ‘What you require’ section of the Position Description
• A current curriculum vitae
• Details of two referees

Applications should be submitted via the Apply Now Button

#LI-DNI