Service Centre Manager

Service Centre Manager (Service Centres)
Salary: Service NSW Grade 7/8 ($98,941 - $116,651, plus employer's contribution to superannuation and annual leave loading)
Location: Warriewood Service Centre
Employment Status: Full-time - ongoing opportunity
We are currently recruiting for the position of Service Centre Manager at our Warriewood Service Centre.
Please note: this recruitment will be used to fill this specific role or create a talent pool for this specific location (including the immediate surrounding area).
About the opportunity:
If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you. You will manage the day-to-day operations of a Service Centre to ensure efficient delivery of services to the Customers of NSW in accordance with the Service NSW vision, mission and values. The role also inspires the Service Centre team to draw on the best in service delivery to provide a positive customer experience.
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
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 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.
Flexibility is required to work on a rotating roster between the Service Centre's operational hours which may include Saturdays.
We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.
Salary
Service NSW Grade 7/8 - base salary for this role ranges between $98,941 - $116,651, plus employer's contribution to superannuation and annual leave loading.
How to Apply
Provide an up to date covering letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description). Detailed instructions for how to prepare your application can be found here .
Closing Date: Friday 5th February 2024 at 9:59am
Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check.
About Service NSW
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.?
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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.
Further Information
For enquiries relating to recruitment please contact Bryan Kreltszheim via Bryan.Kreltszheim@customerservice.nsw.gov.au.
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
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We have 8 million+ reasons to care and want our employees to represent the communities that we serve.
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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.
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