Address
Form of work Department of Treasury and Finance
Job reference: 533828
Location: 5000 - ADELAIDE
Job status: Ongoing
Eligibility: Open to Everyone
Have you been searching for a role that is rewarding and challenges you on a day-to-day basis? Are you ready to learn and succeed in a fast paced environment? If so your next challenge awaits and this could be your opportunity to grow your career!
RevenueSA is a welcoming and inclusive workplace, committed to achieving RevenueSA’s purpose. We are positively engaged, we value each other’s contributions, and we share our successes and learnings for the benefit of the community we serve.
We need to attract the best people to our department and invest in their development. It is crucial that our culture positions us as an employer of choice and enables our people to perform at their best.
For more information on the benefits of working for RevenueSA, please go to Careers | RevenueSA
RevenueSA is looking for a proven Contact Centre Manager to supervise the daily operations and personnel in our RevCom Contact Centre aiming for maximum efficiency, quality of service and cost effectiveness. You must be practically minded, organized, reliable and a results-driven professional who can visualize the ‘big picture’ and implement improvements. You must have excellent customer service and communication skills.
This key role will see you managing a customer contact centre focused on providing inbound services, ensuring the delivery of exceptional customer service. To be successful in this pivotal role you will:
Have proven management experience leading and developing a team in a call centre environment handling customer services enquiries via phone and email
The ability to coach, grow and empower a team whilst fostering a harmonious work environment
Be responsible for ensuring compliance with advice, procedures and policies are followed
Experience formulating service targets
Oversee and contribute to continuous improvement
Be motivated, proactive with strong problem solving skills
Ongoing focus on improvement for customer experience, developing processes and procedures in line with customer demand and business requirements
Continuous improvement and always looking for business improvement for customer experience
About you
Ability to establish and maintain strong relationships with internal and external stakeholders, utilising your influencing and skills to drive innovative solutions and sustainable change
Possess a strong understanding of a Call Centre environment with a minimum of 2 years’ experience within a service centre leadership role (desirable)
Proven experience leading a high performing team in a call centre environment
Demonstrated commitment to best practice
A strategic outlook with a strong process improvement focus
Experience interpreting and analysing data
Proven ability to drive change and manage outcomes
Experience in the service industry highly advantageous
Aptitude to select and on-board new team members and train and develop them on how to respond to complex situations and meet key performance indicators
Ability to work autonomously and foster a positive team environment whilst maintaining a high level of service to customers and operational performance
Special Conditions:
If you are new to the department and are invited to an interview, you will be required to produce a National Police Check, which has been issued within six months of your application for the role. National Police Checks can be applied for via the South Australia Police or through an Australian Criminal Intelligence Commission accredited body.
The incumbent will be required to:
participate in the Departmental Performance Management Program
undertake a General Probity Screening check, and
may be required to be assigned to other positions at the same remuneration level across the department.
Remuneration:
ASO6 - $95 588 p.a. min - $101 109 p.a. max (adjusted accordingly to hours worked)
Enquiries:
Todd MacDonald – Acting Manager, Debt and Payment Strategy
Phone: (08) 8226 3116
Application Instructions:
All applications must be submitted online by clicking on ‘Apply’ and following the instructions. Please include a current CV (with two referees, one being your current manager) and provide a cover letter summarising and addressing your relevant skills and experiences as it applies to the essential minimum requirements of the role and how you fit RevenueSA’s culture. (maximum 2 pages).
Please also complete and include the Pre-employment declaration form with your application. Late/incomplete applications or those that do not address the essential requirements will not be considered.
Diversity Statement:
The Department of Treasury and Finance (DTF) actively promote flexible working arrangements, and is committed to having at least 50% of interviewees for each role being women. At DTF we value and encourage diversity within our workforce, to help us reflect the community we serve.
Applications close: 12/06/2023 5:00 PM
