Service Delivery Team Leader

Australian Department of Defence; Cooma; On-site; AUD 100,000 - 125,000; Full time

Job summary

Australian Department of Defence – Cooma NSW is seeking a proactive Team Leader to guide a Level 1 helpdesk team handling inquiries by phone and email across multiple channels. You'll coach staff, set growth goals, and ensure high-quality service in a fast-paced, evolving environment.

You will work within the Defence Customer Service Network, engage with ADF members, APS staff and the public, and occasional travel between sites to support operations. A current driver's license is required.

Qualifications

• Experience leading and mentoring teams in a fast-paced service delivery environment.
• Strong communication, organisation and negotiation skills to build trust and influence outcomes.
• Ability to work with a wide range of stakeholders including ADF personnel, APS staff, contractors and the public.

Responsibilities

• Lead and support a team to deliver customer-centric service across multiple channels.
• Provide guidance on complex customer matters, complaints and escalations.
• Analyse team performance and provide timely feedback to support development.
• Demonstrate policy and legislation-based decision making for fair outcomes.
• Investigate issues, analyse data and suggest improvements to service delivery.
• Engage with internal and external stakeholders to support service delivery and outcomes.
• Support organisational change and continuous improvement initiatives.

Skills

Leadership

People management

Stakeholder engagement

Communication

Problem solving

Customer service

Job description

Australian Department of Defence – Cooma NSW

Please note, Leeuwin Barracks is in scope for divestment under Defence Estate Audit outcomes and subsequently, please expect your work location to change to another WA site in the next 12-24 months.

Are you ready to lead with purpose and impact?

We’re looking for leaders who:

• Build strong relationships and foster collaboration across diverse teams and stakeholders.
• Drive outcomes through proactive problem-solving, accountability, and a focus on continuous improvement.
• Lead with integrity and courage, navigating complexity and change with resilience and clarity.
• Empower others by creating a positive, inclusive culture that supports performance, development, and innovation.
• Thrive in high-tempo environments, balancing strategic priorities with operational delivery across a geographically dispersed team.
• Champion Defence’s mission, bringing commitment, curiosity, and a service mindset to everything they do.

As a Team Leader, you will lead a team who support Level 1 helpdesk customer queries by phone, email with limited face-to-face. Customers include current and former ADF members and their families, Reservists, APS staff, industry and the general public.

You will coach and support your team, setting clear goals for growth, and manage performance. You will provide pastoral care, promote staff well-being and personal development. You will create a respectful, inclusive workplace where your team can thrive.

As part of the leadership team, you will be responsible for your team delivering high quality service in a fast-paced, changing environment. To do this, you will proactively work under limited direction to manage daily operations, organise workflows and make decisions within your area. You will provide quality advice based on legislation, policy, and procedures.

Key Responsibilities:

• Lead and support a team to deliver customer-centric service across multiple channels.
• Provide authorities guidance on complex customer matters, complaints and escalations
• Analyse individual and team performance, give timely, tailored feedback, and set clear development goals to help your team succeed.
• Demonstrate critical thinking by considering policy, processes, legislation to make fair, informed decisions.
• Investigate issues, analyse data and information, recommend improvements and solutions to continuously enhance service delivery.
• Build understanding and consistency across teams through sharing knowledge and best practice
• Engage with internal and external stakeholders to support service delivery, resolve issues and achieve outcomes.
• Support the implementation of organisational and operational change.
• Contribute to service improvement initiatives and business process enhancements supporting continuous improvement.

We need motivated leaders who are capable in making a real impact. If you’re committed to helping people achieve their full potential, and energised by improving how team works and support customers, we encourage you to apply.

A Merit Pool will be established from this recruitment activity to fill any future vacancies.

About our Team

We’re part of the Security and Estate Group (SEG) - the team that develops and maintains Defence’s estate and delivers essential services and security across the organisation.

Our Customer Service Centres are part of the Defence Customer Service Network, supporting a wide range of Level 1 customer queries. These are everyday questions like pay, travel, and entitlements, which we resolve using clear guidance, system tools, and escalation pathways.

We play a key role in supporting Defence capability by delivering seamless, reliable services that allow our customers including ADF members, APS staff, and contractors to focus on their mission.

We’re a high-tempo, growth-oriented team that values collaboration, accountability, continuous learning and improvement. One of the best parts of the role is the variety - no two days are the same. You’ll take on new challenges, contribute to meaningful work, and be part of a team that’s always adapting and progressing.

If you are looking for your next leadership opportunity, you’ll find a place here where your ideas are valued, your growth is supported, and your work makes a real difference.

Our Ideal Candidate

We’re seeking capable, motivated leaders who bring experience, energy, and a commitment to helping others succeed.

We are looking for leaders who can:

• Lead, support and mentor teams in a fast-paced service delivery environment. Understands how their work connects to broader organisational goals and helps their team understand priorities.
• Use strong communication, organisation and negotiation skills to build trust and influence positive outcomes.
• Work respectively and effectively with a wide range of stakeholders including ADF and Defence personnel, contractors and APS stakeholders.
• Think critically to proactively identify issues and offer solutions, contributing to continuous improvements in service delivery and ways of working.
• Understand and applies policies, legislation and procedures to deliver practical, people-centric outcomes.
• Anticipates stakeholder needs and proactively takes steps to meet expectations.
• Plans ahead, manage competing priorities, and adapt quickly during change. Supports others through challenges.
• Show resilience and accountability, taking ownership for quality, timeliness and delivery of results.
• Commits to ongoing learning, including on-the-job training and building and maintain product knowledge and customer service skills.
• Self-drive travel between different sites and locations will be required; candidates will need a current Driver's License.

Application Closing Date: 11:30pm Thursday 8 October 2026.

For further information please review the job information pack, reference SEG/05405/26 on https://defencecareers.nga.net.au/?jati=6CBC0A7D-28A8-8616-AF2F-ED4DBC2D1D16