Team Leader, Eligibility

Be challenged | Be rewarded | Belong

As the Team Leader, Eligibility, you will lead a team that maintains the accuracy of QLeave’s registers and supports voluntary compliance across the portable long service leave schemes.

Your contribution

Using your understanding and experience as a people manager, you will:

• oversee the day-to-day operations and supervision of a team focused on maintaining the accuracy of QLeave's registers and improving voluntary compliance with the portable long service leave schemes
• provide oversight of a team which assesses service credits and worker and employer registration applications against legislative provisions
• manage competing priorities to manage workflow within the team ensuring SLAs and KPIs are met
• ensure compliance with legislation, policies, procedures, standards and systems within the team and adherence to strategic and customer experience goals
• identify system and business process improvements to improve the quality of activities performed in the team
• assist with implementing the team's operational plan
• oversee the development and maintenance of work instructions to ensure processes reflect current business priorities
• ensure accurate and timely data entry processing undertaken by your team
• provide advice to clients, staff and other stakeholders on matters relating to registrations and service credit assessments
• ensure that QLeave application processing or client service issues, including complaints, are resolved or escalated in a timely and professional manner
• meet agreed performance targets as a supervisor and conduct performance and development planning activities with team members
• foster an environment that is focused on enhancing the customer experience, responding to change positively and identifying and implementing business and system improvements.

This position reports to the Manager Register Assurance and supervises a team of Eligibility Officers and Senior Eligibility Officers.

What we are looking for

QLeave appointments are merit-based and will be assessed by looking at what you have done previously—the knowledge, skills and experience you have built, your potential for development, and your personal qualities.

For this role, we will consider how well you:

• lead a team of officers in administrative decision-making, processing and improve customer experience
• lead a team to support continued business improvement across service delivery, systems and processes
• apply, interpret, and provide advice on legislative obligations to both internal and external stakeholders
• demonstrate strong investigation skills to increase voluntary compliance, and provide timely and accurate communication
• demonstrate experience in making administrative decisions with relevant statutory and policy requirements.
• demonstrate strong conflict resolution and complaint management skills
• foster a work environment that encourages a skilled, motivated and productive team, and lead team and individual performance.

There are no mandatory qualifications for this role. 

Interested in applying?

At QLeave, we embrace diversity, inclusion and equal opporunity, we strongly encourage applicants from all life experiences and backgrounds to apply.

Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.

If you require more information or a confidential discussion about the role, please contact Jesscia Gordon from Hoban Recruitment.

To enable us to assess your suitability, your application must include:

• a detailed resume outlining your qualifications, relevant experience and achievements
• a brief letter (1 - 2 page) highlighting your motivation for the role and evidence which demonstrates your ability to meet its specific requirements

We offer:

• Competitive salary and benefits (12.75% superannuation contributions and 17.5% leave loading), including generous leave entitlements and salary packaging options
• A progressive work environment that celebrates diversity, equity and inclusion, with Diversity Council Australia membership
• Health and well-being initiatives, including annual flu vaccinations, and an Employee Assistance Program including confidential counselling for employees and immediate family members
• Study assistance scheme