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About the Role

This role is responsible for leading a high-performing team to deliver switchboard operations at NSWTG. The role involves managing and role-modelling exemplary customer service, ensuring consistent quality standards are delivered for all customers, stakeholders, service providers, and members of the public at their first point of contact. The role will also assist with service delivery improvement projects, collaborating broadly across NSWTG to share customer insights and generate ideas to solve problems that improve customer experience.

Responsibilities

Lead the Customer Contact Team, managing staff resources to ensure delivery of professional service that is reflective of NSWTG’s Values and the NSW Government Customer Commitments
Review, identify and address workforce needs to support the team in the delivery of effective triage of all enquiries from customers, stakeholders, service providers and members of the public
Provide phone relief for staff during peak work periods, and act as an escalation point for more complex matters and enquiries
Generate and analyse performance reporting, sharing feedback and developing recommendations for process and service delivery improvements
Develop and nurture strong stakeholder relationships through effective communication, influencing, and issue management
Apply best practice contact centre methodologies to engage diverse and vulnerable customers

Requirements

Experience in the use of computerised switchboards or similar
Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails
Ability to work within the provision of services for internal and external customers between the hours of 8:30am and 5:00pm, Monday to Friday
Demonstrated experience in high-volume, customer-focused call centre environments
Proven ability to manage and lead a high-performing team within a call centre environment, including developing work schedules and rosters to meet operational needs
Strong customer service capability, with experience supporting a diverse range of customers
Sound judgement and communication skills, with the ability to resolve escalations and support staff through sensitive or complex interactions

Skills

Customer service
Leadership
Communication
Issue management
Contact centre methodologies
Performance reporting
Stakeholder relationship management

Location

Sydney CBD

Work Type

Ongoing full-time
Flexible working options
Hybrid working options

Experience Level

Clerk Grade: Level 7/8
Proven experience in high-volume, customer-focused contact environments
Experience working with vulnerable customer groups is highly desirable
Experience working in government, health, aged care, or other similarly regulated service environments is desirable

Salary/Compensations

$116,981 p.a. to $129,492 p.a. plus 12% superannuation and annual leave loading

Benefits

Work-life balance with flexible work options
Various leave options (recreation, parental, and flex leave of up to 24 days per year)
Career development including study leave and acting opportunities
Access to Fitness Passport and employee assistance program
Annual flu vaccinations

About the Company

At NSW Trustee and Guardian our purpose is to support the rights, welfare, and interests of the people of NSW.
The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions.
We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.
We support over 50,000 customers annually and manage almost seven billion dollars in customer assets.
A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.

Equal Opportunity

Our workplace reflects the diverse community we serve.
We encourage applications from all backgrounds, experiences, and abilities.
This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.