Frontline Operations Leader

Australian Taxation Office; Geelong; On-site; AUD 120,000 - 150,000; Full time

Job summary

Australian Taxation Office is seeking dynamic Frontline Operations Leaders to guide capability growth and foster engagement. You will lead delivery of high‑quality services and ensure the integrity of Australia’s tax and superannuation systems.

Roles may be ongoing or non‑ongoing across multiple locations including Geelong, Melbourne, and other cities. A culture of continuous improvement and customer focus is emphasized.

Qualifications

• Senior leadership experience with large teams, including contact centre environments.
• Proven ability to coach and develop staff to high performance.
• Experience engaging with taxpayers and community to resolve issues.

Responsibilities

• Lead and manage large teams, including contact centres with scheduled work patterns.
• Coach and develop staff to build engaged, high‑performing teams.
• Engage with taxpayers and the community to resolve issues and achieve outcomes.
• Provide guidance to staff and clients to resolve complex or sensitive matters.
• Apply policy and procedures to resolve issues and improve service delivery.
• Support taxpayers to meet lodgement, payment and compliance obligations.
• Drive continuous improvement and 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 and community members.

Skills

Team leadership

Coaching & staff development

Stakeholder engagement

Continuous improvement

Customer service mindset

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.