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Jobs and Small Business Vacancy N.N. 10748849
Fair Work Commission Closing date: Thursday, 25 April 2019
Job Title: Director Client Service Delivery/ Executive Director Client Service Delivery
Branch: Client Service Delivery
Section: Client Service Delivery
Job Type: Ongoing, Non-ongoing (Temporary), Full-time
Location: Melbourne - VIC
Classification: Executive Level 2, Senior Executive Service Band 1
Agency Employment Act: PS Act 1999
Agency Website:

Job Description


The vacancy will be filled at either the EL2 or SES 1 classification, depending on internal requirements and the skills and experience of candidates.

Join our team

The Client Service Delivery Branch works across the FWC to provide services to both internal and external clients including document management of all applications lodged with FWC, customer service, information and support. The Branch is comprised of Client Service Delivery, Case Management and the National Conciliation Service.

Duties of the role

1. Lead the delivery of front-line services in registry, case management and dispute resolution.
2. Lead the ongoing review and improvement of these services.
3. Shape the branch’s strategic direction, develop plans and provide leadership to ensure operational teams provide specialist advice, support and assistance to internal and external clients.
4. Provide expert advice and assistance to FWC Members, the General Manager and senior managers.
5. Drive effective communication and a service excellence culture through strong leadership of the Branch across all State and Territory offices.
6. Represent the FWC and actively build sustainable professional relationships at a senior level with colleagues and stakeholders within the FWC, across Government and from external organisations.
7. Effectively contribute to the FWC Executive group including corporate management and related statutory responsibilities such as strategic planning, major projects, reporting, corporate and budgetary responsibilities.
8. Other duties as directed.

Our ideal candidate

1. Has demonstrated experience in leading and improving client services in a public sector context.
2. Has demonstrated experience in process management, business process improvement and change management.
3. Is an excellent collaborator and communicator, with strong analytical skills and superior judgment.



The Fair Work Commission requires Australian citizenship as a condition of engagement.


The Commission values workplace diversity and is committed to providing a supportive, inclusive and respectful work environment.

We welcome people with diverse skills, experiences, perspectives and backgrounds, and encourage applications from Aboriginal and Torres Strait Islander People, people with disabilities, people that identify as LGBTIQ+, and people from culturally and linguistically diverse backgrounds.

Please advise us if you require any additional assistance in order to fully participate in the recruitment process or the workplace. This information will be held in strict confidence.

Non-ongoing opportunity will be offered for a specified term

This recruitment process is being used to fill a non-ongoing position.
A merit pool of suitable applicants may be created from this process and will be active for 12 months from the date of this advertisement. We may choose to use this merit pool to fill further ongoing and non-ongoing vacancies.

Non-ongoing vacancies may be filled up to 18 months with the possibility of a further extension (up to a total period of 3 years) or becoming ongoing.

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 see:

To Apply

Selection Documentation:
Position Contact: Jennifer Anderson, (03) 8656 4802
Agency Recruitment Site:
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware that;
.  the names of successful applicants may also be notified in all formats of the electronic Public Service Gazette
.  applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
This notice is part of the electronic Public Service Gazette PS16-Tue - 16 Apr 2019 Published by Australian Public Service Commission.
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