AddressThe Role
Are you a dynamic and motivated leader? Are you enthusiastic about making a difference in a fast-paced environment? We have exciting opportunities for an APS 5 Service Delivery Team Leader to assist our teams in delivering high quality customer service outcomes. Grow your leadership in a directorate that is dedicated to making a positive impact for Defence capability and building a culture that empowers its' people to thrive.
As an APS 5 Service Delivery Team Leader, you have the unique chance to hone your people leadership skills and business acumen. You will be responsible for coaching and inspiring a team to reach their full potential. Your ability to foster a collaborative and inclusive work environment will be crucial in managing change and driving innovation and process improvements. Apply now and take the next step in your career as an APS 5 Service Delivery Team Leader.
Service Delivery Team Leader responsibilities:
- Inspire and Motivate: Lead by example, fostering a positive team culture where people can be their authentic selves at work. Motivate team members to excel while guiding them effectively to adapt and embrace change in our fast paced work environment.
- People Leadership: Effectively manage a team with a clear communication style that builds trust, promotes teamwork and encourages collaboration and open dialogue.
- Performance Management: Pro-actively monitor your team's performance, building a strong understanding of your team members' capabilities and levels of motivation (skill/will). Provide effective and timely feedback and coaching to enhance productivity and address any performance gaps.
- Stakeholder Engagement: Build and maintain mutually beneficial relationships with key stakeholders, to ensure a cohesive and collaborative approach to achieving organisational goals.
The Directorate of Defence Library Services and Service Centres (DLSSC) is part of the Defence Customer Service Network (CSN) that comprises of call centre, email and face-to-face customer services, archives, travel, publishing and library functions. We value our team and expect all members to demonstrate leadership behaviours. We are committed to ongoing learning and will invest in your training and development to ensure your work with us is deeply rewarding, both personally and professionally.
Our Ideal Candidate
The successful candidate will have a proven record of building high performing teams within a customer service or Service Delivery environment. To be successful in this role, you will have:
- A proven track record in people leadership, including successful performance management of a team in a customer service or Service Delivery environment;
- Strong coaching acumen to allow easy identification of development opportunities and enable you to set appropriate goals and measures to support each team members' progression;
- Highly developed communication and negotiation skills, that motivate and inspire others;
- Sound time management skills with the ability to prioritise competing demands\
- Demonstrated ability to build effective relationships with stakeholders and work collaboratively across dispersed teams; and
- Operational awareness of workforce capacity planning and its importance within a scheduled Service Delivery environment, to meet the ebbs and flows of customer enquiries.
