Service Centre Manager

Service Centre Manager
Salary: SNSW Grade 7/8 ($95,136 - $112,164 plus employer's contribution to superannuation and annual leave loading)
Location: Toukley Service Centre
Employment Status: Full-time, ongoing

We are currently recruiting for the position of Service Centre Manager at our Toukley Service Centre.

About the opportunity

If you are passionate about supporting teams to deliver positive face to face customer service experiences in a fast-paced environment, this could be the right role for you.

This is a truly unique opportunity for a customer and team focused leader to make their mark as a Service Centre Manager. You will be implementing business processes and establishing quality service and performance standards in the centre from day one. The Service Centre Manager is also responsible for managing daily operations of a diverse team dedicated to delivering services to the customers of NSW and maximizing positive customer experiences.

Key accountabilities

*Manage the day-to-day operations of a small service centre, to deliver timely, efficient, and diverse face-to-face integrated services to the customers of NSW that maximises a positive customer experience
*Identify, implement, and maintain effective business processes including customer experience improvement programs in the centre to support consistent service delivery across the network to optimise service delivery efficiency and effectiveness.
*Manage and resolve complaints as per standards and guidelines and identify trends and improvement opportunities to improve customer service outcomes
*Develop and maintain effective relationships and collaborate with internal customers and stakeholders and to improve performance measures, tools, and processes to enhance business systems, processes, and workflows in the centre
*Lead team management, work planning, coaching and professional development initiatives to align resources to deliver priorities and a positive customer experience
*Drive compliance in accordance with legislation and standards to ensure confidentiality, privacy and integrity of information is adhered to
*Monitor, analyse and evaluate work volumes and other data to identify trends and new or emerging issues and recommend changes and strategies to inform decision making and enhance team and business activities and services.

About Service NSW

is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

Hours of work

Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here .

The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30 -3:30 (Saturdays). In some situations, you may be required to work during these hours.

How to apply

Provide a covering letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).

Closing Date: 23 March 2023 @ 9.59am

For enquiries relating to the role please contact ServiceCentreCareers@service.nsw.gov.au.

For recruitment related enquiries please contact bryan.kreltszheim@customerservice.nsw.gov.au.

A talent pool may be created for future temporary and ongoing roles and will be valid for a period of up to 18 months.

Click to access the Role Description.

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.

Working at Department of Customer Service

The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our to find out what it means to work for us.

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 .

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 Bryan.Kreltszheim@customerservice.nsw.gov.au or 02 9494 8351.