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Advisory Service Team Leader

NSW Government

Sydney, New South Wales, Australia

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Job Posted: 06/10/2017

Job Category:

Call Centre & Customer Service / Management

Job description:
Advisory Service Team Leader
The State Insurance Regulatory Authority 

  • High profile role working as the Advisory Service Team Leader within a dynamic team of professionals 
  • Recruiting for two roles. 
  • Role 1. Full time based in Gosford
  • Role 2. Currently a temp role for up to 6 Months and this role may be extended or made ongoing based in Parramatta with some travel to Gosford. As of mid to late 2018 the role will be based in Gosford. 
  • Salary package pa $92,470 - $102,359 (Clerk Grade 7/8)

This role is a sensational opportunity for a Team Leader looking to work within a dynamic team of professionals; working for Fair Trading, Safe Work and The State Insurance Regulatory Authority within the Advisory/Customer Experience Team. 

This role will see you provide service, information and assistance to client/customers on a wide range of escalated matters and deal with complex enquiries to facilitate outcomes in line with legislative requirements. 

You will manage a team in a constantly changing environment with many challenges including the coaching and support of new staff. Allocate and coordinate workflows. Identify best practice to ensure service delivery standards are met.

The successful person will possess excellent leadership skills, be proactive and have a lead by example mentality. We are looking for someone passionate about customer service, who is energetic, hands on and eager to up skill. 

Key accountabilities:

  • Manage a team and respond to highly complex escalated enquiries to complete related tasks and achieve service standards
  • Facilitate appropriate client/customers outcomes by applying specialised knowledge, legislation, regulations and procedures
  • Review and analyse work volumes, develop and implement systems, procedures and projects, report new or emerging issues and recommend changes to achieve business outcomes
  • Manage staff capability and performance by providing constructive feedback and coaching to ensure service standards are met
  • Respond to enquiries and complete a range of processing activities with accuracy and efficiency
  • Develop and maintain specialised knowledge, techniques and skills to deliver a high quality service
Key challenges:

  • Managing a team with a diverse range of complex matters in a high volume or sensitive client/customer focused frontline environment by demonstrating resilience
  • Keeping up to date with the range, pace and complexity of information and knowledge required to deliver quality service
  • Developing processes and plans to enhance team efficiency, acting as a change agent leading staff through change and determining solutions to problems as they arise

Learn more by reviewing the Role Description. If you have any further questions, please contact Syed Mahmood - Manager Advisory Services on 02 8841 1160. 

Closing date Sunday 29th October 2017 (11:59pm)

Where to submit your application:
Complete your online application via If you encounter any technical problems, please contact the helpdesk on 1800 562 679. 

What we need from you:
Your application should include a short covering letter, an up-to-date resume, and your responses to the two targeted questions outlined under Key Application Responses.
For further help, tips and information on applying for a role in the NSW Public Service, please visit Applying for a role in the NSW Public Service. 

Additional Information: 
The Department of Finance, Services and Innovation is an EEO employer and welcomes applications from Aboriginal and Torres Strait Islander people, people from diverse cultures and people with a disability. At DFSI, we endeavor to make roles flexible. While these roles are advertised as full time, we will consider requests to undertake flexible work arrangements including on a part-time or job share basis.

Job Reference. 00005LFM


Please refer to the Role Description located in the Information Pack (see link above)

Key Application Responses

Targeted Questions

To apply, please ensure you include a short covering letter, an up-to-date resume, and your responses to the following two targeted questions. Responses for each question should be limited to approximately 300 words. 

1. Please outline a time when you have had to lead your team through a major change. What was the change, what were the challenges, what did you do to get a successful outcome and how did you engage your team in reaching the desired goal?

2. Please outline a challenging situation that required you to use your influencing skills to negotiate a successful, mutually beneficial outcome. What made the situation challenging? How did you present your argument? What techniques did you utilise to influence key stakeholders? What was the outcome?