Team Leader Business Centre (Pool)

Department of Transport and Major Infrastructure; Kelmscott; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging options

12% employer superannuation

Generous leave entitlements

Job summary

Department of Transport and Major Infrastructure (DTMI) in Western Australia is seeking self-motivated Customer Service Leaders to join our frontline Licencing Centre teams. You will lead day-to-day operations, manage staff performance plans, inductions, rostering and leave, and coach a large team to achieve KPIs in a fast-paced public service environment.

We offer permanent roles in City West and Kelmscott Licensing Centres, with Saturday shifts at Kelmscott.

Qualifications

• Experience leading large frontline teams in high-volume customer service.
• Ability to develop staff through inductions, training and coaching.
• Proven track record of managing performance against targets and KPI's.

Responsibilities

• Lead day-to-day frontline Licensing Centre operations and staff performance plans.
• Induct, train and roster staff, manage leave and development.
• Monitor performance against targets and KPIs, coach staff and address escalations.
• Ensure services comply with relevant legislation, policies and procedures.
• Build team capacity, contribute to business plans and review processes.

Skills

Staff leadership

Frontline customer service

Performance management

Coaching

KPI tracking

Team rostering

Education

Certificate IV in Frontline Management (desirable)

Job description

We are looking for self motivated and results driven Customer Service Leaders to join our frontline Licencing Centre teams.

As a Team Leader you will be actively involved in the day-to-day activities of front-line staff in a fast-paced environment that prides itself on effective, efficient and timely customer service. In this role, you will undertake staff management including individual performance plans, inductions, training and development, rostering and leave management. You will monitor performance against targets and KPI’s, coach and mentor employees, manage escalated customer enquiries and help ensure services comply with relevant legislation, policies and procedures.

You will play a crucial role in building the capacity of your team, ensuring we consistently deliver high-quality service, contributing to growth and retention. Reporting to the Centre Manager, you will take the lead in managing team operations and resources, resolve complex customer service matters and contribute to the review and implementation of business plans, policies, strategies and procedures.

For further information about the role, please review the attached Job Description Form (JDF) or contact Emma Warren, Centre Manager on (08) 329

There are currently three (3) permanent positions available for filling.

City West Licensing Centre

Kelmscott Licensing Centre – This centre has Saturday shift work

Applicants assessed as suitable through this process may receive further offers of employment (fixed term or permanent) in this or similar roles for a period of twelve (12) months from date of first appointment.

About you

• We are looking for experienced people leaders who can work effectively in a complex, high-volume front facing customer service environment.

You will be able to:

• Demonstrate a passion for leadership, the ability to lead a large team and experience in a front facing customer service environment
• Exemplify personal integrity and self-awareness
• Cultivate Strong, productive relationships and partnerships
• Empower, inspire, coach, and manage a team to achieve results and meet KRA’s and KPI’s
• Thrive in a fast-paced and changing environment to suit the needs of the business
• Communicate clearly and confidently with a diverse range of people from various backgrounds
• Use sound conceptual and analytical skills to resolve complex matters.

Your application will be assessed against the suitability requirements detailed in the Apply Now section below.

Knowledge of Acts, Regulations, Policies and Procedures relating to Driver and Motor Vehicle licensing is desirable. Team Leaders will be required to complete a Certificate IV in Frontline Management within 12 months of appointment.

Why Join Us?

We invite you to Be Part of Something REAL. At DTMI, you'll contribute to services that keep Western Australia moving and support safe drivers, safe vehicles, secure identities and quality service. BePart of Something REAL

When you join us, you'll enjoy:

• Meaningful work that contributes to safer roads, secure identities and better services for our community.
• The opportunity to lead and develop a customer service team within Driver and Vehicle Services.
• Ongoing learning, development and career progression opportunities across DTMI and the wider Transport Portfolio.
• A collaborative and supportive culture where your ideas, expertise and contributions are valued.
• A competitive salary, 12% employer superannuation contributions and salary packaging options
• Generous leave entitlements, including annual leave, public service holidays and long service leave.
• Access to health, wellbeing and employee support programs.

Our commitment to a diverse and inclusive workplace

The Department of Transport and Major Infrastructure (DTMI) is committed to building a thriving workforce that reflects the diversity of our customers and our community. We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, members of the LGBTQIA+ community, and people from culturally and linguistically diverse backgrounds.

If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form), have any question about the process or how to submit your application, please contact our Recruitment Team at [e-mail] or (08) 888 .

Unlock job insights

Hirer responsiveness Salary match Number of applicants

The Department of Transport began operations on 1 July 2009, after the former Department for Planning and Infrastructure was split into 3 new agencies. The transport function is integral to business and commerce and important for social interaction and connecting communities.

Our key focus is on operational transport functions and strategic transport planning and policy across the range of public and commercial transport systems that service Western Australia. With more than 1000 employees, we have the expertise to deliver and connect a complex, inter-related economic and social network.

We connect people with goods and services through an intricate system of roads, railways, airports, ports and waterways and educate and regulate to keep them safe within those networks. We co-ordinate and prioritise the transport related infrastructure that allows our economy to grow.

Source: This is an extract from the company's own website.

The Department of Transport began operations on 1 July 2009, after the former Department for Planning and Infrastructure was split into 3 new agencies. The transport function is integral to business and commerce and important for social interaction and connecting communities.

Our key focus is on operational transport functions and strategic transport planning and policy across the range of public and commercial transport systems that service Western Australia. With more than 1000 employees, we have the expertise to deliver and connect a complex, inter-related economic and social network.

We connect people with goods and services through an intricate system of roads, railways, airports, ports and waterways and educate and regulate to keep them safe within those networks. We co-ordinate and prioritise the transport related infrastructure that allows our economy to grow.

Source: This is an extract from the company's own website.