AddressCustomer Resolution Manager
- $151,509 - $182,270 plus super
- Ongoing Full Time role
- Location – Roles can be based in McKell, Paramatta or Gosford. Hybrid and flexible working conditions available
- SNSW Grade 11/12
About us
The Customer Resolutions Team is a newly created function within Service NSW, bringing together complaints and dispute resolution for SNSW into one centralised team, providing a standardised approach to complaints and disputes handling and gaining a holistic view of feedback in order to enhance the customer experience.
About the role
In this role you will lead and manage the complaints and disputes handling functions, being the go-to for expert technical advice on complex and sensitive matters. You will oversee the performance of the operational team in the delivery of complaints and disputes resolution services ensuring customers have a positive experience with efficient and transparent service.
Your day to day
- Lead and manage a team to deliver comprehensive and legally binding complaints and disputes resolution services
- Provide expert technical advice on complex and sensitive complaints and disputes matters
- Develop and maintain effective working relationships with internal and external stakeholders
- Maintain awareness of relevant issues, policy obligations, insights, challenges, industry trends and practices or opportunities
- Lead and manage the performance management process, supporting employee engagement and high-quality delivery of complaints and disputes resolution services
About you
- You have strong experience leading and mentoring teams to become their best selves and have the ability to develop high performing teams with a culture of support and collaboration
- You have a strong understanding of complaints and disputes matters, policy obligations and legislation, with the ability to problem solve complex and sensitive matters to support fair and timely decision making
- You are motivated by, and take ownership of, delivering valuable and positive outcomes for your customers and your team
- You have strong communication and relationship building skills, and can guide discussions into outcomes
How to apply
Please provide a brief cover letter (max 2 pages) and updated resume (max 4 pages) outlining how your skills and experience are aligned to the role.
Salary Grade 11/12, with the base salary for this role starting at $151509 base plus superannuation
Click Here to access the Role Description
.For enquiries relating to recruitment please contact Tiffany Martin via **************@customerservice.nsw.gov.au.
Visit the to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Monday 1 July 2024 at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via **************@customerservice.nsw.gov.au or 02 9494 8***.
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