Service Centre Manager

Services Australia; Mareeba Shire; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Superannuation support (15.4%)

Annual salary increments

Overtime opportunities

Flexible working arrangements (flex)

Job summary

Services Australia seeks a Service Centre Manager to lead a local service centre, ensuring high-quality customer service and effective staff management. You will liaise with stakeholders to foster partnerships, contribute to policy and procedures, and support delivery improvements for Centrelink, Medicare or Child Support payments.

You will be trained and supported as you build service capability and oversee output quality to serve the community.

Qualifications

• Experience delivering high-quality customer service in a government or public sector setting.
• Ability to liaise with stakeholders to build service delivery capability.
• Experience contributing to policy, strategy and procedures.

Responsibilities

• Oversee service centre staff to deliver high-quality customer service.
• Liaise with key stakeholders to foster partnerships and improve service delivery.
• Assist in developing and implementing operational policy, strategy and procedures.
• Manage work output and quality within the service centre.
• Learn and explain Centrelink, Medicare or Child Support payments and services to customers.

Skills

Staff management

Stakeholder engagement

Policy implementation

Job description

Service Centre Managers manage and support a service centre and its staff to provide high-quality customer service. They have an important role in providing business intelligence; and escalating emerging and systemic issues that may impact on policy, performance and/or service. Service Centre Managers liaise and work with key stakeholders to foster partnerships and build service delivery capability. They also assist in the development and implementation of operational policy, strategy and procedures, as well as manage work output and quality.

We stand for diversity, inclusion and belonging in our teams. We want everyone to feel included, respected, supported, valued and empowered. We embrace the benefits this brings to our work every day.

On top of your salary, we offer a 15.4% superannuation contribution, annual salary increments, overtime opportunities, and flexible working arrangements, including flex time. You will also have access to a generous suite of leave entitlements, such as cultural and ceremonial leave, as well as study assistance. Go to our Services Australia Enterprise Agreement 2024-2027 to see all conditions we offer.

As a new team member, you are not expected to know everything at once. You will learn to understand and explain Centrelink, Medicare or Child Support payments and services to customers when they come into your local Service Centre.

Working with us, you will be helping your community when they need to access government services. To do this, we will train and support you.

We will be looking for skills and work-related qualities that show your ability to undertake relevant duties.