Director | Full-time Permanent

Australian Capital Territory; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Access Canberra is seeking an experienced leader to head the Contact Centre, delivering service excellence and strategic oversight in a fast-paced, government environment.

You will drive performance through workforce planning, stakeholder collaboration, and continuous process improvements while ensuring readiness for emergencies and on-call coverage.

Qualifications

• Experience leading large, customer-focused operational teams.
• Proven ability to drive organisational performance through strategic leadership and workforce planning.
• Excellent communication and negotiation abilities, capable of engaging diverse stakeholders effectively.

Responsibilities

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

Skills

Leadership

Stakeholder engagement

Communication

Change management

Process improvement

Job description

Lead. Innovate. Deliver. Make a Difference.

Are you an experienced leader with strong leadership and communications skills and love working with a passionate group of individuals in a Contact Centre environment?

Do you thrive in fast-paced environments where strategic thinking and stakeholder engagement are key? If so, Access Canberra is looking for you!

The Access Canberra Contact Centre provides a whole-of-government service to callers, across a broad range of information, payments, services and emergency support. The Contact Centre delivers quality customer service for various business functions on behalf of the ACT Government, as well as a referral service for callers. The Contact Centre also delivers emergency information to the community on behalf of the ACT Emergency Services Agency and assists ACT State Emergency Service (ACT SES) callers in times of need. The Contact Centre operates extended hours, with 24-hour back-up support.

What You’ll Do:

• 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.

What We’re Looking For:

• Demonstrated experience leading large, customer-focused operational teams and delivering high-quality service outcomes.
• Proven ability to drive organisational performance through strategic leadership, workforce planning and continuous improvement initiatives.
• Excellent communication and negotiation abilities, capable of engaging diverse stakeholders effectively.
• The ability to adapt to change and manage competing priorities in a high-pressure environment.
• A passion for improving processes and delivering customer-centric solutions.

Eligibility/Other Requirements:

Experience in Call or Contact Centre management.

Note: A merit pool will be established from this selection process and may be used to fill vacancies over the next 12 months.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal .