Team Leader ASSIST

ASSIST Team Leader

 

• Salary Range Band 7 $104,946 - $117,440 plus 11% super 
• Full time, Permanent position 
• We are a diverse & inclusive council based in St Kilda with a positive culture and flexible working arrangements possible 

About City of Port Phillip 

We are a vibrant and diverse inner-city council stretching 20kms from South to Port Melbourne along the stunning bay beaches down to Elwood and out to St Kilda East with around 1000 people who all work together to deliver more than 100 programs and services to our engaged community of residents, businesses and visitors. What does that mean? Think, childcare, libraries, parks, recreation, waste rubbish collection, road maintenance, family and youth services, property & assets, city planning & development, customer experience, digital technology, governance, people, culture and safety, and of course South Melbourne Market!  City of Port Phillip has zero tolerance for child abuse and is a committed Child Safe organisation. 

What’s the role all about 

Your role is to contribute to the development of a customer service centre of excellence.

Whilst this is a hands-on position, you will provide leadership, direction and coaching to the ASSIST Team in providing the first point of contact for customers via multiple communication channels.

You possess excellent customer service skills, previously managed a contact centre team and have advanced reporting and workforce planning skills. This is a must!

You will work closely with the Head of ASSIST to create a shared vision and consistently demonstrate the agreed City of Port Phillip values, and principles of social justice, equity, diversity and inclusion.

1 x full-time, permanent position

What you might do 

• Positively motivate and coach your team to both improve & sustain team performance to deliver and exceed assigned key performance indicators (KPIs)
• Act as a point of escalation for resolution of complex enquiries
• Deliver coaching and mentoring to your Officers 
• Maintain product knowledge at a high level
• Work with Head of ASSIST in improving call centre performance and reports by collecting, analysing, and summarising data and trends as well as contribute to action plans.
• Weekly and Monthly Reporting
• You are accountable to manage the overall team responsibilities, workload, and output across all the Workforce Planning Functions - Scheduling, Forecasting, and Queue Management.

Who we are looking for 

• Previous Team Leader/Supervisor experience in a fast-paced contact centre office environment 
• Experience in rostering, allocation and coordination. You will have the ability to identify, collate, measure and report on outcomes in order to drive service delivery excellence and process improvements. 
• Ability to motivate and lead teams
• Problem solving and conflict resolution skills
• Proficient written and oral communication skills
• You will demonstrate excellent communication and stakeholder management skills, with the ability to effectively lead a team across 3 sites. 

Our work environment  

We love what we do and are all proud to work at the City of Port Phillip. Yes, we are local council, and we are one with vibrancy, passion and ambition who are a welcoming, health conscious, diverse and inclusive. Our Main location at the iconic St Kilda Town Hall offers a heritage and modern open plan hub to work from where people can collaborate and develop both professionally and personally whilst planning and delivering a range of important services and programs to the community.  

Proudly as one we all work together, and grow together, thinking creatively and strategically with courage, integrity, and accountability to put our community first.  

What’s in it for you 

• We offer a hybrid working model with our core setup being 50-60% in the office depending on team requirements and welcome further conversation to meet your working style and needs 
• Be supported and empowered to be your best by a passionate leadership team that encourages collaboration and innovation
• Our work hubs are located close to our very own Child Care centres making accessing childcare a breeze!  
• Career development opportunities within your team and/or across council plus a great study assistance allowance of up to $4000 per year per person and 6 hours per week study leave (on approved courses only)
• Flexible working conditions, an active social club, supportive health and wellbeing program, and a well- regarded Employee Assistance Program (EAP)
• Our very own Pride Network, that helps create an environment where each and every person can feel safe, welcomed, seen, and supported to bring their whole selves to work   
• 20 weeks paid parental leave and our pioneering 24 weeks paid leave for single parents 
• Access to novated leasing and salary sacrificed technology
• Plus, access to discounted public transport through our Commuters Club 

Security Requirements and Professional Obligations      

Pre-employment screening will apply to all appointments.  

Prior to a formal letter of offer, preferred applicants will be asked to provide:

• Evidence of mandatory qualifications/registrations/licences,
• Sufficient proof of their right to work in Australia, and                                                       
• Sufficient proof of their identity. 
• Evidence of COVID-19 Vaccination or valid medical exemption in line with City of Port Phillip Vaccination Policy 
• Complete a National Police Check completed via City of Port Phillip’s Provider.
• Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation).  

So, what’s next?  

Hit that APPLY button now! 

Whether you think you meet all the requirements or not, we strongly encourage you to apply, as we take a holistic approach to considering your skills, life experience, and alignment to our key selection criteria. You’ve got this! 

Please submit; 

• Resume – latest and detailed version  
• Cover letter no longer than 2 pages that captures your response to the Key Selection Criteria (KSC) found on the Positions Description (PD).  

Note: Only applications submitted via the online Recruitment Portal will be considered. 

For further information please contact Luciana Andriani, Head of ASSIST on phone 03 8563 7481 or email luciana.andriani@portphillip.vic.gov.au   

Applications close 11.59pm Sunday 14 April 2024

The City of Port Phillip is an equal opportunity employer, committed to an inclusive and accessible environment where diversity is valued. We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability. 

If you have accessibility requirements or require an adjustment to participate in our recruitment and selection process, please contact Shane Turner (Recruitment Advisor) on phone 0421 757 521 or email: recruitment@portphillip.vic.gov.au 

PD ASSIST Team Leader .pdf