Service Centre Manager - Atherton/Mareeba, QLD

Services Australia; Atherton; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Superannuation 15.4%

Salary increments

Overtime

Flexible hours

Leave entitlements

Job summary

Services Australia is seeking a Service Centre Manager (APS Level 6) to lead operations at our Atherton or Mareeba service centres in Queensland. The role focuses on delivering high-quality customer service, building partnerships and guiding staff in performance, development and wellbeing.

You will manage centre operations, oversee rosters, report on outcomes and prepare executive materials, while contributing to policy and service delivery improvements within a diverse community.

Responsibilities

• Manage the day-to-day operations and building management of the Service Centre including resources, priorities and staff rosters.
• Support staff including performance, development, attendance, health and wellbeing.
• Monitor and report on work output and outcomes, and escalate issues affecting performance or customer service.
• Prepare written materials such as business cases, reports and executive briefs.
• Build relationships with local stakeholders to enhance service delivery capability.
• Manage customer feedback and complaints and investigate escalated issues.

Job description

Service Centre Manager - Atherton/Mareeba, QLD

We are recruiting to fill a Service Centre Manager role at the APS Level 6 in Atherton and Mareeba, QLD.

The successful candidate will be required to work from the Atherton or Mareeba Service Centre. The main duties of this role are not able to be undertaken remotely.

The merit pool may also be used to fill vacancies consistent with the advertised locations over the next 18 months.

ABOUT THE JOBS

We are seeking a motivated leader to join our team and become the face of Australian Government services within the community.

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.

• 15.4% superannuation contribution,
• annual salary increments,
• overtime opportunities,
• flexible working arrangements, including flex time.
• generous suite of leave entitlements, such as cultural and ceremonial leave, as well as study assistance.

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. When you apply, we will ask you a few questions to better understand the skills and capabilities you bring to the role.

Visit: Work with us - Services Australia to see videos about the customer service jobs.

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

The key duties of the position include:

• Manage the day-to-day operations and building management of the Service Centre including managing resources, setting priorities and overseeing staff rosters and work allocation.
• Manage and support staff including performance, development, attendance, health and wellbeing.
• Monitor and manage work output and quality and report on the achievement of business outcomes.
• Raise issues that impact on performance or customer service and exercise appropriate delegations in accordance with legislation and guidelines.
• Prepare a range of written materials, including business cases, reports, executive briefs and corporate documentation.
• Establish and manage relationships with local stakeholders to build service delivery capability and increase the profile of the agency’s services.
• Manage customer feedback and complaints, including investigating and resolving customer issues and incidences escalated by staff.

Eligibility

In accordance with section 22(6) of the Public Service Act 1999, Services Australia requires applicants to be Australian citizens to be eligible for employment with Services Australia.

An applicant’s suitability for employment with the agency will be assessed through a pre-employment screening process. This process includes but is not limited to a national police history check, referee checks, code of conduct check and an employment history integrity check.

Some positions within Services Australia may be required to work in settings where mandatory vaccinations are required. Staff in such positions will need to demonstrate that they meet the vaccination requirements or have a relevant exemption.

Notes

Services Australia’s workforce operates using an agile approach, and all staff should be prepared to redeploy to critical frontline functions as required. Should you need to redeploy as part of the agency’s surge workforce, all learning and development and technical/pastoral support will be provided to you to enable you to undertake that work.

Getting to know the Services Australia

We are one of Australia’s largest public sector employers. We are located in every capital city and over 400 local, regional, and remote locations across Australia. Job opportunities in Services Australia can be right where you are or might be right where you want to be.We are looking for people who want to work with us to deliver a simple, helpful, respectful, and transparent experience for our customers. We offer diverse employment opportunities so you can plan to take your career anywhere you want to.We celebrate people with different cultural backgrounds and disabilities. We are also a leading employer of First Nations Australians and a Platinum tier LGBTQIA+ inclusive employer.When you work with us, you will be doing something that matters and be respected for the unique views and skills that you bring.What our people say about working with us:'It’s rare you find a job that provides such a direct link to the community’'You can work for the same agency for your whole career but have the opportunity to work in many different roles''Highly supportive team and flexible working conditions where you can be at your best'