Job description
Service NSW have two exciting opportunities in our executive leadership team focusing on operating, transforming and evolving Service NSW’s call centres and service centres.
These roles will require an experienced, creative and passionate person to continue delivery of exceptional customer experiences and building a culture of care and belonging for our staff, to find and deliver operational efficiencies, to build flexible teams with cross-dimensional skills, and to promote our ability to respond to the rapidly changing needs of our customers.
As a thoughtful leader, you will continue to foster a rich culture of belonging, empowerment, adaptability, and achievement that underpins our ability to continually evolve to meet the needs of our customers and deliver on the priorities of the NSW Government.
About the roles
Director Contact Centres
Senior Executive Band 1 - Total Remuneration Range: $256,323 - $280,426 commensurate with experience
Term role up to 10 months
As the Director Contact Centres, you will lead the SNSW frontline contact centre team to deliver world class customer experiences. You will also be responsible for working with the Service Delivery Leadership team to develop and implement high-performance customer service strategies to deliver seamless, easy, and trusted services to our NSW customers.
In this role, you will have up to 8 direct and circa 1500 indirect reports. We have 5 contact centres across NSW and our contact centre network currently serves approximately 40,000 customers every day.
We currently partner with over 50 agencies to offer over 1,200 NSW Government transactions. Our contact centre operations teams manage a range of simple and specialist enquiries including drivers' licences, vehicle registration renewals, applications for birth certificates, fines, contractor licences, natural disaster and many more.
Director Service Centres
Senior Executive Band 1 – Total Remuneration Range: $256,323 - $280,426 commensurate with experience
Ongoing Employment
As the Director Service Centres, you will be responsible for leading up to 1000 employees and delivering effective and efficient services and programs, including design, development and implementation of high-performance customer service strategy to deliver integrated services to Service NSW customers.
This exciting role is also responsible for driving the strategic framework for service delivery and contributes to NSW Government reform to improve government services and deliver a world class customer experience.
About you
You will be an exceptional leader with a proven track record uplifting customer outcome, employee engagement, and culture. You are a humble, collaborative, servant-oriented leader who is motivated by the difference you can make for others. Placing customers at the centre, and people at the heart guides everything you do.
In addition to being a thoughtful and compassionate leader, you will take comfort in ambiguity, you will strive to test and try new ways of working and operating on small and large scales and be able to adapt as needs arise.
It is essential that you have an ability to demonstrate how you have used contemporary methods, research and data to successfully transform a complex, large scale customer operation within a service centric environment.
In addition, you will:
Be strategic and solutions focused with a passion for delivering quality customer service.
Be an accomplished leader who understands front-line customer service operations in large and complex organisations and has extensive experience in managing people.
Recognise the unique lived experiences that face our diverse communities and have a genuine passion for adding value to these communities.
Find innovative and creative solutions to improve customer satisfaction and inspire your colleagues and peers to help deliver your vision and ideas.
Be known for your ability to embrace change and role model emotional and cultural intelligence.
Be an amazing communicator, passionate about driving a culture of collaboration with internal and external stakeholders to promote information sharing and skill development.
About us
At Service NSW, our mission is to provide every person, business, and community with a world class experience accessing the services and support they need from the NSW Government. We are a one-stop-shop for Government services. We collaborate with partner agencies to provide an exceptional, customer centric, omni-channel experience of Government. We are an executive agency within the Department of Customer Service (DCS), working with colleagues across the sector to make NSW the world's most customer centric Government.
Understand more about Service NSW here.
For enquiries regarding this position, please contact Andrew Vouthivong – Senior Advisor Talent Acquisition via andrew.vouthivong@customerservice.nsw.gov.au.
Closing date: Thursday 13 April 2023 (9:59am).
Your application should include an up-to-date CV which clearly details your relevant skills and experience to this position. Cover Letter and Selection Criteria are not mandatory.
You Belong Here
We are committed to diversity, inclusion, and new ways of working.
We have 8 million+ reasons to care and want our employees to represent the communities that we serve.
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 Andrew Vouthivong – Senior Advisor Talent Acquisition via andrew.vouthivong@customerservice.nsw.gov.au.