| Job Title: |
Centrelink Manager - Customer Service (expected employment opportunity) |
| Division: |
Area North Central Victoria |
| Branch: |
Access Services and Processing Services |
| Job Type: |
Ongoing, Full-time |
| Salary: |
$81,508 - $88,022 |
| Location: |
Box Hill | VIC |
| Classification: |
Executive Level 1 |
| Position No: |
Several Positions |
| Agency Website: |
http://www.centrelink.gov.au/ |
| Agency Employment Act: |
PS Act 1999 |
Job Description
Duties
The Centrelink Manager is accountable externally and internally for the effective operations (including performance) of the Access and Program Branch service components of a Centrelink Customer Service Centre (CSC) or a Centrelink Processing Services Centre. The Centrelink Manager has a focus on managing the customer experience and integrating Centrelink within the local community.
DUTIES
- Provide a high quality customer experience;
- Responsible for the integration of services and the delivery of Access services across the CSC;
- Guide, coach and develop employees, and ensure they receive the appropriate training to perform their duties;
- Ensure business continuity, security and emergency plans are in place;
- Monitor the achievement of business outcomes and relevant key performance indicators related to Access and Program Branch services;
- Contribute to business planning, continuous improvement and the management of change in the workplace and assist employees in understanding the key business imperatives;
- Ensure effective Service Recovery following customer complaints/feedback, and provide a timely response to the Customer Relations Unit and the Area Service Recovery team;
- Develop and maintain key relationships with local MPs, community groups, local disaster committees, agencies and external providers, Team Leaders and other employees;
- Undertake the various statutory and organisational res ponsibilities and accountabilities in relation to, as an example, OHS, security and asset management; and
- Ensure policy, procedures, guidelines and legislation and business tools are used appropriately and adhered to.
Skills required:
Skills as outlined in the Integrated Leadership System (ILS) at a classification level within APS 5 to EL1 including:
- Strategic and business planning skills and the ability to prioritise work;
- Work planning, time management and organisational skills;
- Leadership and management skills;
- Initiative and self management;
- Communication, negotiation and representation skills;
- Computer literacy/technology skills;
- Coaching/mentoring skills;
And specifically:
- Ability to lead and implement change and deal with uncertainty;
- Ability to work independently and collaboratively;
- Ability to identify stakeholders;
- Sound interpretive skills and the ability to exercise judgement in complex circumstances; and
- Role model positive and professional behaviour to Centrelink employees and in the community.
Eligibility
Mandatory qualifications (prescribed requirements only):
Nil.
Desirable qualifications:
- Diploma of Government (Management); or
- Diploma of Government; or
- Diploma of Business (Front-line Management); or
- Diploma of Business; or
- Relevant tertiary degree.
Notes
Electronic applications should be submitted in Microsoft Word. Applications received after 5.00 p.m. on the closing date will not be accepted.
To Apply
| Selection Documentation: |
Helen Stratis, 03 9963 9076, recruitment.anc.vic@centrelink.gov.au
|
| Position Contact: |
Christine Kruse, 03 9963 9032 |
| Apply Address: |
Via Email:
recruitment.anc.vic@centrelink.gov.au
Via post:
Recruitment Team – People Services
Locked Bag 2005
Box Hill VIC 3128
|
Applicants to employment opportunities notified in all formats of the electronic
APS Employment Gazette should be aware that the names of successful applicants
will also be notified in all formats of the electronic APS Employment Gazette.
This notice is part of the electronic APS employment Gazette
PS10 - 11 Mar 2010
Published by Australian Public Service Commission.
|