APS 5 Veterans' Access Network Regional Team Leader
at Department of Veterans Affairs
Brisbane, Queensland, Australia -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 18 Oct, 2024 | USD 92670 Annual | 18 Jul, 2024 | N/A | Good communication skills | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
- Salary Range: $88,923 - $92,670 + Attractive Superannuation
- Contact Officer: Daniel Agazzi on (07) 3833 0117 daniel.agazzi@dva.gov.au
The 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.
Responsibilities:
- Facilitate the day-to-day operations of the VAN offices located at Maroochydore, Broadbeach and the co-located sites Robina and Tweed Heads
- Supervise a team of APS 3 and APS 4 staff, who may be geographically dispersed, working in a call centre environment
- Communicate 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 feedback
- Onboard new staff and identify opportunities for on-the-job training
- Develop and deliver learning materials for new and updated systems and processes, ensuring clarity and consistency
- Conduct quality assurance activities for team members, specifically call listening and monitoring
- Provide a point of escalation for team members, for example, in relation to difficult, sensitive or complex calls
- Assist 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 possible
- Provide coverage for the VAN Manager, Senior Service Delivery Officers and Client Contact Officers
- Assist with responses to ministerial / media enquiries
- Maintain and communicate an understanding of relevant legislation, frameworks, policies and procedures
- Contribute to the development of guidelines and processes to improve their efficiency, clarity and effectiveness.
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Information Technology/IT
HR / Administration / IR
Other
Graduate
Proficient
1
Brisbane QLD, Australia
