Job description
- Contract until June 2024
- Sydney – CBD location
- $49-52.86 per hour + super
The Role
Reporting to the Assistant Director, Enquiries and Correspondence, the APS6 Team Leader position sits within the Counselling, and Enquiry Support Section of the Operations Branch.
Typical duties will include but are not limited to:
- Providing quality and timely responses to incoming email and written correspondence from members of the public and external stakeholders whilst maintaining confidentiality and sensitivity
- Providing clear, transparent information and responses, consistent with a trauma-informed approach/fostering productive working relationships with all business areas and external stakeholders to ensure consistent and timely communication
- Provide telephone line support for incoming calls to the Agency (between Monday to Friday 9am to 7pm AEST time) excluding public holidays
- Manage electronic submissions submitted via the Agency website, and electronic and hardcopy correspondence
- Provide leadership, guidance and assistance to APS5 staff handling incoming telephone enquiries ensuring appropriate escalation along with supervision of APS4 staff including coaching, performance feedback and timekeeper compliance
- Maintain records, monitor workflow, customer services standards and conduct quality assurance checks for team outputs including regular review of processes, templates, procedures documentation
- Design data gathering methods to provide relevant reporting services to management and perform regular QA on work practices
- Support requests for generating detailed reports and investigating research material in a timely, accessible format, interpreting and communicating this information to Commission staff
To be successful you will need:
- Qualifications in social work, psychology or counselling
- Minimum of 2 years’ experience in a trauma-informed service preferably with experience working with clients presenting with risk.
- Demonstrated leadership skills in a call centre/high volume correspondence environment
- Highly developed sense of initiative/effective communication skills, excellent judgment and demonstrated willingness to be proactive and collaborative
- Critical thinking skills and varied communication styles in sharing/interpreting information and ability to liaise widely and productively with stakeholders
- Commitment to, and enthusiasm for, trauma-informed client service and delivery.
- Possess flexibility and adaptability to manage changing work requirements and varying volumes of work
Please do forward your CV in MS Word format by hitting APPLY NOW or for more information, call Karen on 02 9200 3670.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
Note: You may be required to provide evidence of your COVID-19 vaccination status.