Services Australia is responsible for the delivery of advice and high-quality, accessible social, health and child support services and payments. We deliver a range of health, social and welfare payments and services through Medicare, Centrelink and Child Support.Work context:Services Australia makes government services simple so people can get on with their lives. Our goal is to make it easier to engage with the services that Australians rely on.To achieve this goal, we are transforming the way we work to deliver a simple, helpful, respectful and transparent experience for customers. Our frontline staff are the face and voice of Services Australia, providing the touch point between our customers and our systems, and using our reach and access to deliver integrated and connected services. Using your exceptional customer service skills you will help the agency deliver its transformational objective to modernise its customer experience. Job description:We are recruiting to fill positions at the APS5 level in the Face to Face Services Division within the Customer Service Delivery Group. The Face to Face Services Division has the responsibility for managing the delivery of Face to Face health and welfare services throughout 14 geographic zones across Australia. The division is responsible for leading the delivery of a range of customer services to meet the department's service commitments and improve the customer experience. A Service Centre Manager manages and supports face-to-face service centre staff to provide high quality customer services and maximise customer outcomes by overseeing work output and quality and liaising with local stakeholders to foster partnerships and build service delivery capability. A Service Centre Manager works under the general direction and support of a senior manager to fill the most senior role in their Service Centre. They exercise a degree of independent judgement and make decisions within defined parameters that require some reliance on skills and knowledge. They plan their own work and teamwork goals in the context of competing priorities, and contribute to changes in workplace practices and business improvement strategies. manage the day-to-day operations of the service centre, including setting local priorities, allocating work, managing resources and workflow and building managementmanage and support staff, including managing performance, attendance, health and wellbeing and develop staff capability through coaching and trainingestablish and manage relationships with local stakeholders to build service delivery capability, increase the profile of the agency’s services and attend inter-agency meetings and forums to obtain and share information manage customer feedback and complaints, including investigating and resolving customer issues and incidences escalated by staffencourage innovation, manage and lead staff through changes in business and process improvementdrive the promotion of the agency’s self-managed and digital servicesmonitor and manage work output and quality against established performance standards through quality analysis and reportingliaise and negotiate with key people, government and community organisations to deliver services and escalate issues impacting on the community and/or service delivery.Essential requirements:Identified PositionThis position is identified in which part or all of the duties involve the development of policy or programs relating to Australian Indigenous people, and/or involve interaction with Indigenous communities, including service delivery. In order to perform these duties effectively, occupants need to have an understanding of the issues affecting Indigenous people and an ability to communicate sensitively and effectively with them. Current Driver’s licenceTo be eligible for employment with Services Australia, applicants must be an Australian citizen. An applicant’s suitability for employment with the agency will be assessed through a pre-employment screening process. This process includes a requirement for the applicant to undergo and satisfy a national police history check, referee checks and an employment history integrity check and where relevant, a Working with Children and Vulnerable People Check. A health clearance may also need to be completed. Any concerns raised in these checks will be further investigated. If you are currently, or have been, the subject of any disciplinary or Code of Conduct investigation(s) by an employer, you will be required to declare this in your application. Applicants must be willing and eligible to undergo and maintain an Australian Government security clearance to the appropriate level, if applicable to the position. You should be aware that Services Australia employees may be required to undergo ongoing suitability assessments as part of their employment with the agency.Should an applicant be found suitable for a role they will be required to provide proof of citizenship and if they have recently received a redundancy benefit, evidence that they have served their exclusion period.
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