Address
Form of work
SalaryAre you a dynamic leader with a passion for thriving in fast-paced customer service environments? At DHA, we’re seeking someone like you to lead, inspire, and mentor our team of dedicated customer service professionals. Showcase your exceptional communication, organisational, and decision-making skills as you play a pivotal role in supporting Defence members and their families with their housing needs. Join us for an exciting opportunity where your leadership will make a meaningful impact.
Title:Contact Centre Team Leader
Level: DHA Level 6
Location: Adelaide
Salary range: $93,834 - $107,874 plus 15.4% super
About your team:
The Service Delivery group is responsible for all delivery of services including adherence to Standard operating procedures (SOPs), meeting of KPIs and resolution of customer service issues. These services are specified in DHA’s Services Agreement and defined by the business architecture provided by the Service Strategy and Design team.
About your contribution:
As a Contact Centre Team Leader, you will be responsible for leading a team of consultants, supporting the delivery of Key Performance Indicators (KPIs) and team performance outcomes through coaching, mentoring and performance management.
Our ideal candidate will have:
- Experience managing a team in a highly regulated Contact Centre environment, ensuring KPIs are met, and business outcomes are achieved.
- Well-developed communication and interpersonal skills demonstrated through the resolution of complex customer service issues and stakeholder engagement.
- Proven high level organisational, analytical, problem solving and decision-making skills together with sound judgement and attention to detail.
- Demonstrated ability to build and maintain positive relationships with internal and external stakeholders across geographically dispersed locations.
- Proven ability to manage priorities effectively and autonomously, organise workloads and meet challenging deadlines.
- Demonstrated ability to be innovative, show initiative and provide sound business solutions to identified issues.
Order of merit – Any merit pools established from this merit-based process will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.
How to apply - For further information including position description please visit: https://careers.dha.gov.au/
*A 500-word one page pitch is required to apply for this role.
The RecruitAbility scheme applies to this vacancy. For more information on the RecruitAbility scheme please visit the APSC’s page on RecruitAbility.
DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex-defence members, mature aged employees and carers.
Applications Close: 11.55pm Wednesday 31 January 2024.
