Director, Contact Centre & Service Delivery

Council Jobs; Canberra; On-site; AUD 149,000 - 167,000; Full time

Job summary

Access Canberra is seeking an experienced leader to head the Contact Centre, delivering service excellence, coaching, and operational oversight for a large, customer‑facing team in Canberra. The role requires strategic thinking, stakeholder collaboration across government agencies, and the ability to translate data and insights into performance improvements.

You will ensure readiness for emergencies, participate in a rotating on‑call roster, and help shape service outcomes across the

Qualifications

• Experience leading large, customer‑focused operational teams.
• Proven ability to drive performance through strategic leadership and continuous improvement.
• Excellent communication and negotiation abilities with diverse stakeholders.
• Ability to adapt to change and manage competing priorities in a high‑pressure environment.
• Passion for improving processes and delivering customer‑centric solutions.

Responsibilities

• Lead the Access Canberra Contact Centre, providing service excellence, coaching, and operational oversight.
• Foster strong stakeholder relationships, collaborating with government teams, internal divisions, and external agencies.
• Monitor service trends, customer feedback, and emerging issues and trends, using data and insights to inform decision‑making and drive improvements.
• Drive business improvements, ensuring that processes and technologies enhance efficiency and service quality.
• Ensure the Contact Centre is prepared to respond to emergency situations through effective planning and operational readiness.
• Participate in a rotating on‑call roster and contribute to broader Access Canberra business outcomes as required.

Skills

Leadership

Communication

Stakeholder engagement

Data analysis

Change management

Job description

Access Canberra is seeking an experienced leader to head the Contact Centre, delivering service excellence, coaching, and operational oversight for a large, customer‑facing team in Canberra. The role requires strategic thinking, stakeholder collaboration across government agencies, and the ability to translate data and insights into performance improvements.

You will ensure readiness for emergencies, participate in a rotating on‑call roster, and help shape service outcomes across the