AddressSenior Team Leader – Mediation Services
NSW Small Business Commission
- Grade: Clerk Grade 9/10
- Salary range: $120,859 - $133,183 + superannuation and leave loading
- Duration: Ongoing Employment Opportunity
- Applications Close: Friday 21st June 2024 (at 9.59am)
- Location: Parramatta, 4 Parramatta Square (12 Darcy Street)
About the Opportunity
Opportunity to join the Mediation Services Directorate within the NSW Small Business Commission. The Senior Team Leader supervises 4 - 7 mediation officers to maintain and build their mediation capability and to deliver the service efficiently.
The Senior Team Leader works closely with the Director Mediation Services to ensure both customer service standards and the national mediation standards are upheld. The Senior Team Leader works collaboratively with other mediation Team Leaders and frontline customer experience supervisors.
About the Team and the Commission
The Small Business Commission is an independent authority which:
- Provides a central point of contact for small businesses to make complaints about their commercial dealings with other businesses and their dealings with government agencies,
- Facilitates the resolution of disputes involving small businesses through mediation and other appropriate forms of alternative dispute resolution,
- Encourages government agencies and larger businesses to enter productive working relationships with small businesses,
- Supports the fair treatment of small businesses,
- As an advocate for the interests of small businesses the Commission operates a subsidised mediation service to help businesses resolve disputes quickly and efficiently,
- The Commissioner works with government, industry groups and other stakeholders to reduce red tape and make it easier for small businesses to operate.
Your responsibilities will include
- Leading a team of mediators and mediation officers to deliver mediation services in line with national frameworks, legislation, policy, and authority.
- Support a collaborative culture within the Mediation Services Directorate and across the NSW Small Business Commission.
- Develop mediation skills and capability.
- Monitor service delivery performance indicators and drive optimal efficiency.
- Promote mediation to internal and external stakeholder groups including industry associations, business networks, and government agencies.
- Lead continuous improvement initiatives that improve quality and efficiency.
About you
- You will have experience in leading small teams of civil dispute resolution professionals.
- Understanding of litigation and alternative dispute resolution practices.
- Experience managing staff in customer-facing roles.
- Ability to prioritise tasks and allocate resources appropriately in changing circumstances.
- Confident presenter and communicator.
- Passion for principled negotiation.
- Proven ability to interpret and analyse customer service performance measures and make recommendations for improvement.
- Understanding of business structures.
- Ability to coach and mentor staff to build capability.
- National Mediator Accreditation System (NMAS / AMDRAS) registration desirable.
- Understanding of financial management, procurement, and recruitment.
- Experience working with diverse cultures, backgrounds, and beliefs.
Salary Grade 9/10, with the base salary for this role starting at $120859 base plus superannuation
Click Here to access the Role Description
. For enquiries relating to recruitment please contact Hannah Harget 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: Friday 21st June 2024 (at 9.59am)
Careers at Department of Customer ServiceA 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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