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About the Role

This role supports the administration of NSW’s statutory compensation schemes, helping consumers access financial redress by providing comprehensive information and support through disputes processes to ensure a positive customer experience.

Responsibilities

• Supervise and build team capability to ensure effective service delivery through workflow allocation and coordination.
• Maintain a portfolio of claims for assessment.
• Assist in leading the team to ensure efficient and effective operations and contribution to Compensation Funds and Customer Service objectives.
• Coordinate work allocation and undertake complex claim matters.
• Develop and implement systems and procedures to achieve team objectives consistent with Compensation Fund Unit service commitments and quality management principles.
• Translate legislative and organisational requirements into operational policies and procedures with a commitment to continuous improvement.
• Review staff performance, provide feedback, arrange appropriate courses, and ensure staff are coached and mentored.
• Monitor, analyse, and evaluate work volumes, reporting new or emerging issues or trends.
• Recommend changes and strategies to enhance team and Compensation Funds, Customer Service activities and services.
• Prepare high-level submissions and complex correspondence.
• Develop and maintain co-operative and productive working relationships with key stakeholders and external service providers.
• Support the training and capability development of team members.
• Identify and reduce errors.
• Contribute to continuous improvement initiatives.
• Provide support to the business unit in project coordination, staff management, and various financial and administrative duties.
• Determine priorities and complete projects within tight timeframes in a high-volume, high-pressure environment.
• Maintain knowledge of corporate initiatives, strategies, plans, and objectives to respond to changing circumstances.
• Develop processes and plans to enhance team efficiency.
• Act as a change agent leading staff through change.
• Determine solutions to problems as they arise.

Requirements

• Submit a resume of no more than 5 pages.
• Submit a cover letter of no more than 2 pages demonstrating capability for the role.

Location

• Parramatta

Work Type

• Hybrid
• Temporary

Experience Level

• Senior
• 2 years

Salary/Compensations

• $116,981 - $129,492 + Super

About the Company

• A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW.
• We are focused on delivering excellent customer service, digital transformation, and regulatory reform.
• Join us and influence the future of our great state.
• The strength of our workforce lies in its diversity and embracing difference.
• Leveraging the contributions of employees with different backgrounds and perspectives is key to our success.

Equal Opportunity

• We provide adjustments to the recruitment process for candidates, including individuals with disability.
• If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.