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Assistant Director - Customer Service Delivery Southern

Fair Work Ombudsman - Melbourne, VIC

Source: uWorkin


Full Job Description
Ongoing / Non-ongoing Executive Level 1 opportunity
Position available in Melbourne
Lead a team to deliver advice and assistance regarding workplace issues

The Fair Work Ombudsman (FWO) is an independent statutory office established by the Fair Work Act 2009. Our role is to promote harmonious, productive and cooperative workplace relations and ensure compliance with Australian workplace laws. We are valued by the community for supporting compliant, productive and inclusive Australian workplaces and we deliver practical workplace relations advice and assistance.

The FWO is currently seeking to fill the role of Assistant Director - Customer Service Delivery Melbourne within the Customer Services Branch. There are two positions to fill.

The Customer Services Branch provides tailored advice, education and assistance to employees, employers and their representatives regarding workplace laws.

The Customer Services Branch has 250 employees spread across six locations and consists of the following teams:

Customer Service Delivery - answer telephone and digital enquiries made to our national contact centre.
Customer Solution - assess requests for assistance and assist employees and employers resolve workplace issues.
Customer and Employee Experience - responsible for managing change, communications and process improvement, service delivery principles, customer and employee insights and workforce management.

The Customer Service Delivery Team plays a critical role within the agency by resolving incoming enquiries from the general public regarding workplace issues. We provide personalised and accurate advice and information to both employers and employees on a number of workplace relations issues, such as wages, leave, entitlements and other complex conditions of employment. In this position, you will be responsible for the operational management of the Melbourne team comprising of approximately 50 staff.

The successful candidate will be passionate about providing a high quality service to the Australian public and developing and coaching staff to achieve results. You will demonstrate the ability to successfully lead a large team in a fast paced, high volume customer service environment.

If you are interested in working in an environment which is innovative, dynamic and continually seeks to deliver the best possible tailored service offerings to customers, this is the role for you.

The FWO provides a challenging and supportive work environment with access to great training and development opportunities and flexible working arrangements. You will be rewarded and recognised for your performance and have the satisfaction of knowing you work for an agency which aims to achieve fairness in Australian workplaces.

For more information about the Fair Work Ombudsman please visit www.fairwork.gov.au

Typical Duties

The duties of the Assistant Director - Customer Service Delivery position include, however, are not limited to:

Leading a team of 50 customer facing staff to deliver advice and assistance through the Fair Work Infoline and our digital channels;
Lead, manage and coach the local leadership team who are responsible for managing staff, and ensuring delivery of customer service relevant to individual customer needs;
Guide and support the local leadership team with more difficult performance management and people issues and taking ownership of more complex matters;
Thinking strategically to develop and implement strategies and initiatives to ensure an optimal customer and employee experience;
Ensuring the day to day operations of the site are carried out effectively and efficiently;
Translating change initiatives into practical strategies and practices; and
Establishing and maintaining effective relationships with peers and stakeholders.

Selection Criteria

Leadership: Success in leading a large team in a high volume service delivery environment by promoting a positive culture, and developing and coaching team members to achieve results in a changing environment.
Achieves results: Proven ability to lead a team to achieve strategic priorities or business objectives.
Communicates with influence: Demonstrated experience in communicating with influence.
Shapes strategic thinking: Demonstrated ability to ensures team members understand how their work is contributing to the agency’s strategic priorities. Uses evidence and research to develop strategies to meet the future needs of the agency.
Cultivates productive working relationships: The ability to cultivate productive working relationships with internal and external stakeholders to deliver positive customer and employee outcomes.

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