Service Delivery Team Leader

Description:

Join Service SA in a dynamic role that impacts the daily lives of South Australians!

At the Department for Infrastructure and Transport, we are connecting South Australia to keep our State moving. We want every South Australian to easily access the services they want; the transport they rely on and the infrastructure they need.

Our work encompasses every part of our State; from our cities to our regions, connecting and strengthening community.

For us, it's personal. We feel it because we live it. We know the projects and services we work on today must deliver for South Australia's future.

The Opportunity
Are you passionate about leading a team dedicated to exceptional customer service? We're seeking a Service Delivery Team Leader to join our Naracoorte team and who will be responsible for providing essential government services, relating to driver licensing, vehicle registration, and more.

In this role you'll work closely with the Service Delivery Manager to ensure that high-quality customer service is effortless across multiple service channels, including in-person, on the phone via our Contact centre, online and Agent Service Delivery.

You'll support and supervise a team of Service Delivery Officers, helping them to resolve complex transactional services.

In addition, you'll be instrumental in upholding the integrity of our service operations, handling daily and monthly reports, conducting audits; including conducting investigations into specific transactions where required, and gathering customer feedback to enhance our service quality. As a trusted member of Service SA, you'll contribute to a culture of integrity and confidentiality, leading by example.

About You
To be successful in this role you will:

• Understand the importance of meeting service standards, adhering to regulations, policies, and audit requirements, ensuring accuracy and quality in every transaction.
• Strong communication and engagement skills, with the ability to convey information clearly and concisely to team members and a diverse range of customers.
• Skilled in problem-solving and evidence-based decision making, with the ability to handle challenging situations with professionalism and empathy.
• Experience in coaching and developing individuals and teams to drive high performance.
• Ability to multi-task and manage high volumes of work accurately.

Are you ready to take on this exciting challenge and contribute to the provision of excellent customer service for our community? If you are then Apply now!

Qualifications/Experience
Must possess a working knowledge of all relevant Acts and relevant policy and procedures or be willing to gain a working knowledge within a six (6) month period as to set up for success in the role.

Special Conditions
Prior to employment with the Department the successful candidate will be required to provide:

• A National Police Check (NPC) is required prior to employment in the Department for Infrastructure and Transport which must be renewed every three years.
• A Working with Children Check (WWCC) is required prior to employment with the Department for Infrastructure and Transport, which must be renewed every five years before expiry.

Must be prepared to be reassigned to different Service SA locations during periods of staff absences and high workloads or as required to meet business needs.

Some out of hours and intra/interstate may be required.

Remuneration
ASO4 - $76,561 to $80,256 pa + superannuation.

Enquiries
Laura Renehan
Service Delivery Manager
Telephone: (08) 7133 1208
Email: Laura.Renehan@sa.gov.au

Application Instructions
Applications can be submitted online by clicking the 'Apply' button.

Applicants are required to submit a CV and a cover letter of no more than two pages addressing the selection criteria in the role statement.

Our Commitment
The Department for Infrastructure and Transport is an Equal Opportunity Employer and is committed to building a diverse and inclusive culture across the department, planning for and promoting diversity and culturally safe workplace. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTQIA+, people with disabilities and other diversity groups. The Department recognises the benefits that such an approach brings for our staff and customers in delivering the future of South Australia.

As a WE’RE EQUAL organisation we are committed to treating everyone equally, proudly promoting our Department, and all its spaces as safe places for everybody.

Role Statement - Service Delivery Team Leader (ASO4)

Flexibility Statement
The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.