Public Engagement And Complaints Coordination, Service Design And Foundations Branch

The Operational Services Strategy, Design and Data (OSSDD) section sits within the Service Design and Foundation Branch. The Service Design and Foundation Branch has a focus on contemporary client-centric Service Design and continuous improvement. This includes capabilities to support planning and delivery of electoral events including Service Design, doctrine, event planning, quality assurance, Public Engagement, national electoral roll operations and industrial election and ballot service delivery.
The Branch manages and supports the network to deliver a range of operational capabilities such as the implementation and promotion of policy and doctrine, a quality management framework, and the election readiness framework. The Branch also manages many elements of enrolment, including enrolment capability, coordination and data as well as the delivery of industrial election and ballots.
The key duties of the position include
Individuals within the Service Design and Foundations Branch are tasked with leading highly dynamic and client-centric focused activities to design electoral services that are user-centred and sustain trust in democracy.
These leaders have an inquiring mind, build an inclusive culture that enables people to make their best contribution, promote collaborative work practices, actively manage and embrace risk, and are responsible for undertaking work that is moderately complex to complex and/or
sensitive in nature, under limited direction. The position of Public Engagement and Complaints Coordination supports the Assistant Director with matters relating to Public Engagement, including non-legal complaints management within the Operational Services Strategy, Design and Data Section of the Service Design and Foundations Branch.
The role is responsible for undertaking complex and/or sensitive work, under broad direction, utilising expertise across a range of activities relating to the provision of client engagement, strategic stakeholder Engagement and organisational planning for electoral events.
To excel you'll have:

• Highly developed written and verbal communication skills and experience in collaborating and negotiating with team members, business areas and a variety of internal and external stakeholders at all levels of seniority.
• Knowledge and experience in successfully setting priorities and delivering quality results on time and on budget.
• Proven analytical abilities with the ability to propose and facilitate change and contribute to business improvement strategies.
• Demonstrated ability to manage staff while developing capabilities, encouraging career development and supporting strategic direction.
• Demonstrated personal integrity and ability to remain positive and respond to pressure in a calm manner, while committing energy and drive to see that goals are achieved.
• The ability to work autonomously and a strong commitment to working harmoniously within a team to achieve positive results and support the AEC's strategic direction.

Desirable skills and experience:

• Knowledge of, or ability to quickly gain knowledge of, Australian electoral law and practice.
• Experience in staff management, help desk functions and Complaints handling.