Assistant Director - Service Delivery, Perth - National Redress Scheme

The Scheme is opening an office in Perth CBD and looking to recruit staff from mid-2024 onwards.
The Contact Team is seeking enthusiastic and empathic individuals to join our newly established Perth office.
The Contact Team is responsible for conducting inbound and outbound calls, delivering updates and application outcomes to survivors and their nominees, and the redirection of call enquires to relevant sections for appropriate response.
Your experience in leading and developing teams in a trauma informed framework will be key to achieving outcomes.
You will manage a small team responsible for the operation of the Scheme's inbound and outbound calls.
In collaboration with the broader Contact team leadership you will oversee workflow, monitor staff performance and wellbeing, and lead the implementation of process improvements.
A high level of collaboration and the ability to develop strong working relationships is essential as the role works closely with other teams across the Group to manage complex enquires and complaints, and to contribute to process improvements.
All successful applicants will be placed into a merit pool and offers will be made as vacancies become available.
The key duties of the position include

• effective management of teams by supervising, managing and inducting in a high profile, high risk, and complex environment
• facilitate a culture of wellbeing within the team
• understand business objectives and work with the team to build plans to meet those objectives
• use operational data, research, analyse and make sound decisions using appropriate judgement
• apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to provide guidance to others
• support the management of complex call requests and take carriage of sensitive cases using trauma informed principals
• assist in the development and implementation of strategies, operational policy and procedures, and change initiatives
• report on the achievement of business outcomes, key performance indicators and quality assurance to manage overall performance.

Please review the job pack for the full position description.