Assistant Director, Customer Contact Team

Job Description

$114,247 to $130,300 + 15.4% superannuation The Aged Care Quality and Safety Commission have exciting opportunities for strong leaders with experience driving strategic priorities and providing strong leadership to a high volume and large customer contact team. The Assistant Director is responsible for supporting the Director with managing all service delivery functions, telephony and ICT resources for the contact centre environment. The role will contribute to, and be accountable to, the Director for managing and coordinating operational and administrative functions that support the delivery of services to consumers of the Commission. As the Assistant Director, you will have the opportunity to support strategic oversight, business planning and reporting to ensure service delivery is of the highest standard. The Assistant Director will also work with stakeholders to support the effective management of ICT and telephony infrastructure ensuring minimal service delivery disruptions to consumers accessing CCT services across all service delivery channels. This includes providing technical advice and recommendations to the Director and driving quality improvement projects to improve the service delivery to consumers. The Customer Contact Team (CCT) is one of the first points of contact for consumers, aged care providers, and other members of the public to engage with the Commission. The CCT responds to contacts via phone, email, web, and post. The Customer Contact Team is a dynamic and fast-paced environment where no day is the same. You will independently lead the administrative and operational teams working closely with the Director. What the Commission offers Competitive salary and superannuation Generous working conditions and leave - Flexible working arrangements available - 4 weeks annual leave - 18 days personal/carers per annum Focus on employee health and wellbeing - Access to discounted health and fitness program (fitness passport) - Subsidised eyewear - Free annual flu vaccinations Commitment to learning and development - Support for relevant external training and study assistance for staff career development Key accountabilities Provide strong leadership to a high volume and large customer contact team to ensure service delivery against professional standards of practice, national policies and objectives to bring positive consumer outcomes and effective service delivery. Develop and manage strategies to meet the goals, standards, and performance indicators for CCT, and encourage team members to actively participate in these processes. Lead and implement initiatives to build and maintain high staff engagement to support positive consumer outcomes and ensure the Commission meets its commitment to protecting the health, safety and wellbeing of older Australians. Manage staff attendance and underperformance of complex and sensitive issues including offering ongoing performance feedback, reviews and coaching Team Leaders to manage staff performance. Applying highly developed technical knowledge and complex advice of CCT telephony and ICT infrastructure and working in collaboration and negotiate with relevant business enabling areas to ensure minimal disruptions or outages to services delivery. Provide support to the Director by applying significant judgement to draft well written and reasoned business cases, action briefs, complex responses to stakeholders and ministerial requests. Maintain workforce management, safe scheduling practices and facilitating resourcing requirements including recruitment, selection and induction activities across all functions. Support the CCTs financial requirements including ensuring staff undertaking accurate processing of accounts and maintaining records of expenditure in line with the PGPA Act and Commission policies. Engage and collaborate with key internal stakeholders to navigate sensitive issues and facilitate cooperation for operational requirements to be nationally consistent including embedding quality improvement principles and operational functions with standard operating procedures to enhance service delivery. Under broad direction, lead business planning, reporting, key strategic projects, and continuous improvement initiatives that contribute to and CCT section objectives and the broader Commission strategic priorities. Applying extensive knowledge of call centre or customer service to exercise significant judgment when providing specialised advice and being an escalation point from Team Leaders on very complex customer inquiries or issues to ensure a satisfactory and timely resolution. ELIGIBILITY REQUIREMENTS Key capabilities Proven track record in leading high performing teams with the ability to increase staff engagement, shape team culture, build team capability, support staff wellbeing, and manage staff underperformance and attendance. Highly developed analytical and written communication skills with the ability to apply significant judgement to prepared well-reasoned business cases and complex responses to stakeholders. Exceptional stakeholder management and interpersonal skills including the ability to engage, collaborate, negotiate and communicate with influence with key stakeholders on sensitive issues to identify opportunities and achieve desired outcomes. Capacity to work in a busy environment with demonstrated skills in time management, multi-tasking, attention to detail, working with competing priorities and the ability to manage workloads. Experience developing objectives, strategies and key performance indicators to drive national consistency and align initiatives to the broader organisational priorities. Demonstrated workforce management experience including recruiting and maintaining appropriate staffing levels, inducting staff and safe scheduling practices. Applying extensive knowledge and expertise, or the ability to quickly acquire of, customer service or customer contact environment to provide guidance to provide guidance to staff on highly complex and sensitive matters and ensure service is to a high standard. Strong Change management or project experience with the capabilities to lead key strategic projects, support staff through change and evaluate project success. In addition to the above key capabilities, to be eligible for this position you must: be an Australian citizen satisfy a National Coordinated Criminal History Check satisfy pre-existing medical condition declaration attend a two-week onsite induction for the role. work a standard day of 7 hours 30 minutes on a set or varied roster between the bandwidth hours of 7.00am to 7.00pm, from Monday to Friday Assistant Directors will be required to work at our Melbourne and Brisbane offices. However, flexible working arrangements may be considered subject to operational requirements. As part of your application, you will need to provide: Your resume (three pages maximum) In your application provide a 500-WORD maximum pitch outlining why you are the right person for the role, what you can offer, and how your skills knowledge, experience and qualifications are relevant to the role (Key capabilities). Please note, applications that do not provide a resume and the one-page pitch may not be assessed and may not progress to the next recruitment stage. SELECTION PROCESS TIMEFRAMES The timeframes for this selection process are: Shortlisting Outcomes: 21 February 2025 Interviews and references: 24 - 26 February 2025 Selection Outcomes: 21 March 2025 Where there are delays in the selection timeframes, candidates will be notified. MERIT POOL A merit pool of suitable candidates may be created from this selection process. Suitable candidates placed on the merit pool may be contacted in relation to identical or similar vacancies on a non-ongoing and ongoing basis at the Commission, or the broader APS, within 18 months from the start date of this advertisement. Non-ongoing opportunities may be offered up to a total maximum contract period of 2 years. DIVERSITY AND INCLUSION The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff. The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers. #J-18808-Ljbffr