Frontline Operations Leader

Australian Taxation Office; City of Parramatta; On-site; AUD 90,000 - 120,000; Full time

Job summary

Australian Taxation Office is seeking dynamic leaders to join our Frontline Compliance and Frontline Services areas. As a Frontline Operations Leader, you will guide capability growth, foster engagement, and drive continuous improvement while delivering high-quality services and ensuring integrity of tax and superannuation systems.

You will lead and manage large teams, including contact centres, coach staff, engage with taxpayers to resolve issues, provide guidance on complex matters, interpret

Qualifications

• Proven experience leading large teams and contact centre environments.
• Ability to coach staff, develop capability and foster engagement.
• Strong interpretation of policy and procedures to resolve issues.

Responsibilities

• Lead and manage large teams, including contact centres with scheduled patterns.
• Coach and develop staff to build capable, high-performing teams.
• Engage with taxpayers and the community to resolve issues and achieve outcomes.
• Provide guidance to staff and clients on complex matters.
• Interpret and apply policy to resolve issues and improve service delivery.
• Support taxpayers to meet lodgement, payment and compliance obligations.
• Drive continuous improvement with practical solutions.
• Help teams adapt to changing priorities and new initiatives.
• Promote a positive, customer-focused approach to service delivery.
• Represent the organisation professionally with stakeholders.

Skills

People leadership

Coaching

Stakeholder engagement

Policy interpretation

Operational excellence

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.