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Form of workA new role awaits
Are you passionate about providing outstanding customer service? Are you a natural leader who thrives in fast-paced environments? If so, we have an exciting opportunity for you as an EL1 Assistant Director NCC Operations within our National Contact Centre branch.
The National Contact Centre (NCC) is the main communication channel for the public to contact the NDIS. As the EL1 Assistant Director NCC Operations will have the chance to lead a team of highly motivated Contact Centre Service Officers in providing exceptional service to participants, providers, organisations and the general public. Your leadership will be crucial in driving results, managing escalations and maintaining customer service levels and standards.
The position is available onsite in Deakin, ACT. Whilst the Agency supports some hybrid work from home flexibility, due to the nature of the role regular office attendance at these locations is required. No remote working arrangements can be considered. We intend to fill this role in an ongoing capacity however, non-ongoing roles up to 12 months may be offered.
Our ideal applicant will have 2+ years call centre experience managing frontline service teams. You will have proven experience in managing customer service escalations, ideally in the disability sector. You will have managed a team of agents and be experienced in coaching and building capabilities within your team.
We are on the search for people who can live our values and demonstrate a positive contemporary attitude to people with a disability and value social inclusion and diversity.
The key duties of the position include
Where you can add value
In this role, you will have the opportunity to make a real difference in people's lives, helping them navigate the National Disability Insurance Scheme (NDIS) and ensuring they receive the support they need. You will be part of a dynamic and supportive team that is committed to delivering excellent service and making a positive impact in the community.
As an experienced leader in a front-line service environment, you will have the chance to lead a talented team of professionals on a daily basis, driving service delivery efficiency and identifying improvement opportunities across the branch.
With your expertise and leadership, you will help to create a culture of excellence, inspiring your team to deliver outstanding service to our customers every day. You will be on the front lines of driving innovation and process improvement, working collaboratively with colleagues across the organization to optimize operations and deliver exceptional results.
