Description:
- $86,887 - $93,066 + up to 15.4% Superannuation
- Adelaide - SA, Brisbane CBD - QLD, Canberra - ACT, Melbourne CBD - VIC, Perth CBD - WA, Sydney CBD - NSW
The Role
The Australian Government Security Vetting Agency (AGSVA) is the central security vetting agency for the Australian Government and plays a crucial role in safeguarding Australia’s national interests and protecting sensitive information from potential threats.AGSVA Customer Service is seeking highly motivated individuals to support a broad range of customers throughout the security clearance process.
In this position you will be responsible for, or contribute to:
- Supervising a dedicated team of customer service experts to effectively deliver a range of AGVSA services to ensure AGSVA meets its Service Level guidelines.
- Fostering a culture of customer service excellence, striving to exceed customer expectations and maintain high customer satisfaction levels.
- Supporting and inspiring a team environment with an open communication culture.
- Managing complex enquiries and customer service issues, ensuring customer concerns are addressed promptly and appropriately, by providing effective solutions.
- Developing and maintaining collaborative and effective relationships with key stakeholders, including customers and interdepartmental teams to ensure cohesive processes and timely resolution.
- Overseeing day-to-day operations, including delegating tasks and communicating clear team deliverables.
- Monitoring, analysing and reporting on performance metrics, identifying areas for improvement, and implementing corrective measures through coaching conversations as needed to drive improvements.
- Identifying and implementing training and development opportunities for team members, ensuring they are appropriately skilled, informed about the Defence Values and committed to upholding them.
About our Team
As part of the AGSVA Customer Services (ACS) team, you will be responsible for responding to stakeholder enquiries via phone and email, completing transactional tasks related to security clearances.
Working at AGSVA involves close collaboration with various stakeholders, including other government agencies, which will enhance your teamwork, and networking skills. If you have an interest in national security, risk management, a career in the public service AGSVA could be the right organisation for you!
Our Ideal Candidate
We are seeking someone who inspires others and thrives in a high tempo, high pressure environment to provide effective guidance, advice and support to their team, and the security clearance community more broadly.
The successful candidate will ideally have:
- Excellent organisational, interpersonal and communication skills.
- Proven ability to handle multiple priorities and lead change.
- Knowledge of performance evaluation and driving customer service metrics to achieve improved outcomes.
- Proficiency in relevant computer applications and call centre systems.
- A commitment to personal and professional development.
- Communication skills in both spoken and written form.
- Ability to engage, collaborate and work as part of a team.
- Ability to manage workflow and be able to adapt to changing priorities.
- An understanding of, or ability to gain an understanding of and comply with relevant legislative frameworks, whole-of-government decision-making and AGSVA’s mission and policy requirements.
27 Mar 2025;
from:
uworkin.com