Frontline Operations Leader

Australian Taxation Office; Adelaide; On-site; AUD 120,000 - 160,000; Full time

Job summary

Australian Taxation Office seeks dynamic leaders to join our Frontline Compliance and Frontline Services areas. As a Frontline Operations Leader, you will guide capability growth, support staff development, and foster engagement while ensuring high-quality services.

You will lead large teams, including contact centres, coach staff, engage with taxpayers to resolve issues, and drive continuous improvement in service delivery.

Qualifications

• Lead and manage large teams including in contact centre environments that may operate on scheduled work patterns
• Coach, develop and support staff to build capable, engaged and high-performing teams
• Engage with taxpayers and the community to help resolve issues and achieve positive outcomes
• Interpret and apply complex information, policy and procedures to resolve technical or operational issues and improve service delivery
• Support taxpayers to meet lodgement, payment and compliance obligations
• Drive continuous improvement by identifying better ways of working and implementing practical solutions
• Help teams adapt to changing priorities, new initiatives and emerging business needs
• Promote a positive, professional and customer-focused approach to service delivery
• Represent the organisation professionally when working with stakeholders, partners and community members

Responsibilities

• Lead and manage large teams, including contact centre environments
• Coach and develop staff to build capable, engaged teams
• Engage with taxpayers to resolve issues and achieve positive outcomes
• Provide guidance and advice to staff and clients on complex matters
• Interpret and apply policy to resolve operational issues and improve service delivery
• Support taxpayers to meet lodgement, payment and compliance obligations
• Drive continuous improvement and practical solutions
• Adapt teams to changing priorities and new initiatives
• Promote a customer-focused service culture
• Represent the organisation with stakeholders and community members

Job description

We are seeking dynamic leaders to join our Frontline Compliance and Frontline Services areas.

As a Frontline Operations Leader, you will support the development of staff by guiding capability growth and stewardship, while fostering a culture of engagement and continuous improvement. You’ll lead and support the delivery of high-quality services, ensuring the integrity of Australia’s tax and superannuation systems.

Depending on your area of expertise you will:

• lead and manage large teams, including in contact centre environments that may operate on scheduled work patterns
• build capable, engaged and high-performing teams by coaching, developing and supporting staff
• engage with taxpayers and the community to help resolve issues and achieve positive outcomes
• provide guidance and advice to staff and clients to resolve complex or sensitive matters
• interpret and apply complex information, policy and procedures to resolve technical or operational issues and improve service delivery
• support taxpayers to meet their lodgement, payment and compliance obligations
• drive continuous improvement by identifying better ways of working and implementing practical solutions
• help teams adapt to changing priorities, new initiatives and emerging business needs
• promote a positive, professional and customer-focused approach to service delivery
• represent the organisation professionally when working with stakeholders, partners and members of the community.

These roles may be offered on an ongoing or non-ongoing basis in Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Burnie, Dandenong, Geelong, Gosford, Hobart, Melbourne CBD, Moonee Ponds, Newcastle, Parramatta, Penrith, Perth, Townsville, Upper Mount Gravatt or Wollongong.

We embrace the strength of diversity — through our people and the perspectives they bring. We are committed to inclusive recruitment practices and encourage applications from people with disability or neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from all backgrounds. Reasonable adjustments can be provided throughout the recruitment process.