Job Description
Location: Brisbane, QLDSalary Range: $88,923 - $92,670 + Attractive SuperannuationContact Officer: Daniel Agazzi on (07) 3833 0117 daniel.agazzi@dva.gov.auThe Department’s Veterans’ Access Network (VAN) is the Departments first point of contact for general client enquiries and interactions. VAN offices are located in all capital cities and in regional locations across the country, and form part of a national work unit to provide high quality and professional client services to the veteran community.This primarily consists of veterans and current serving members, their families and representatives of ex-service organisations.The VAN is made up of VAN Managers, Senior Service Delivery Officers, and Client Contact Officers. The VAN Regional Team Leader is responsible for the Maroochydore and Broadbeach offices and the co-located Services Australia presence at Robina and Tweed Heads. The position has eight direct reports.Reporting to the VAN Manager (APS 6), the Team Leader (APS 5) is responsible for managing a team of Client Contact Officers (APS 3 and APS 4) working in a call centre environment and client face-to-face environment. They are primarily responsible for ensuring team members are adequately trained, supervised, and receive ongoing performance development and feedback so that external clients have a positive experience when contacting the department. This occurs through active call monitoring and ongoing people management.To be successful in this role, you need to be someone who enjoys people management, has a desire to support teams in providing excellent client service, and mentors team members so they can excel within their roles. The successful candidate needs to work with limited direction and show initiative in managing a geographically dispersed team.DutiesFacilitate the day-to-day operations of the VAN offices located at Maroochydore, Broadbeach and the co-located sites Robina and Tweed HeadsSupervise a team of APS 3 and APS 4 staff, who may be geographically dispersed, working in a call centre environmentCommunicate with, and provide advice to, a wide variety of clients and external stakeholders https://e.g., advocates / representatives, Department of Defence staff, ex-Service organisations, health providers etc.Manage staff performance, allocate work, monitor workflow, and provide feedbackOnboard new staff and identify opportunities for on-the-job trainingDevelop and deliver learning materials for new and updated systems and processes, ensuring clarity and consistencyConduct quality assurance activities for team members, specifically call listening and monitoringProvide a point of escalation for team members, for example, in relation to difficult, sensitive or complex callsAssist in troubleshooting and resolving technical issues https://e.g., issues with access to relevant systems such as Windows, Outlook, MS Teams etc., acting as a first point of contact before IT assistance, where possibleProvide coverage for the VAN Manager, Senior Service Delivery Officers and Client Contact OfficersAssist with responses to ministerial / media enquiriesMaintain and communicate an understanding of relevant legislation, frameworks, policies and proceduresContribute to the development of guidelines and processes to improve their efficiency, clarity and effectiveness.EligibilityUnder section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.Mandatory RequirementA current Australian driver’s license.NotesThis recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to 23 months.A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.Successful applicants engaged into the APS will be subject to a probation period.DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit:Department of Veterans' Affairs
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