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Team Leader

Department of Customer Service - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


Team Leader – Service NSW Contact Centre

Talent Pool – Ongoing & Temporary Full-Time

Grade: SNSW 6/7

Location: Parramatta

About the role

Service NSW Contact Centre Team-Leaders lead and manage a team of Customer Service Representatives / Telephone Concierge Operators to deliver efficient, effective and high-quality services to customers and to achieve operational objectives, based on the Service NSW DNA.

The successful applicant will possess the following:

  • Strong team-member engagement, motivation and coaching skills.
  • Strong organisational skills and attention to detail.
  • Strong prioritisation skills: ability to delegate and schedule staffing and workload distribution.
  • Ability to multitask, managing multiple team-member and customer requests at the one time.
  • Ability to work to deadlines, priorities and deliver on customer outcomes
  • Ability to work in a fast-paced environment with many competing priorities
  • A strong change-agent, managing constant changing priorities and team-member change stress.
  • Ability to create an engaging, positive team culture, maintaining a professional, respectful and friendly environment that ensures that team-members are fully aware of what is and is not possible

The successful applicant will have the following Minimum Requirements:

  • Significant experience in a People Leadership role.
  • A strong background in a Customer Service Environment.
  • Industry experience in Financial Services, Banking, Retail, Hospitality etc would be ideal.
  • Demonstrated success as a Team-Leader of a High-Performing team
  • The ability to work in an agile work environment. This may include working partially from home and partially in an office


SNSW Grade 6/7 - The package includes the base salary range of ($83,389 to $95,682), plus employer's contribution to superannuation and annual leave loading.

Operating hours:

This role requires the successful candidate to work on rotating shifts including morning, afternoon and evening work from Monday to Friday, public holidays are included, between 7am-7pm operating hours. Please note that there are no set fixed shifts. Some of our teams work 24x7.

Please note that employment at Service NSW is subject to a satisfactory Criminal Records Check.

Closing Date: 27th Feb, 2021 at 9:59am Sydney time.

This advert may close early if sufficient applications are submitted.

When applying you need to:

Provide a covering letter and resume (Resume not exceeding 5 pages) that details your experience and how you meet the capabilities of the role.

Want to know more?

For a confidential discussion about this role please contact csrecruitment@customerservice.nsw.gov.au

For more information about the Service NSW recruitment process, please contact Bryan Kreltszheim at Bryan.Kreltszheim@customerservice.nsw.gov.au

Additional information

Part of the assessment process includes additional online capability testing, skills testing or work samples in accordance with the Government Sector Employment Act 2013.

The recruitment pool created will be valid for a period of up to 18 months.

Working at Department of Customer Service

Service NSW is Part of the Department of Customer Service Cluster. The Department of Customer Service is a great place to work! Our values of accountability, trust, service and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment. If you do require an adjustment during the recruitment process, please notify us on your application form.