DUTY STATEMENT JOB TITLE: MANAGER CUSTOMER SERVICE CENTRE CLASS: ASO5 POSITION NO.: DEPARTMENT: Transport Energy and Infrastructure DIVISION: Service SA SECTION: Customer Service Centre This Role Reports to: Operations Manager (MAS-3) Primary Purpose of Role Roles Reporting to this Role: Assistant Manager (ASO-3) Customer Service Officers (ASO-2) Manage the delivery of a comprehensive range of high quality, integrated Government Agency services to customers within a key regional location. Services include: processing a range of financial and non financial transactions on behalf of Government agencies receiving and processing applications for Government licences, approvals, permits, grants or assistance promoting and selling a range of Government products providing information on a broad range of Government services and products customer referral services where appropriate liaising with Government Agencies on behalf of customers Ensure efficient and effective people, financial and operational management of a major regional Customer Service Centre. Pro-actively establish and maintain strong, collaborative relationships and networks required to support the provision of high quality, responsive, integrated and timely services to customers within the region. Actively promote Service SA within the region and explore new business opportunities. Develop and coach a team of Customer Service Officers in the proactive promotion of products and services available through the Service SA network. Contribute practical expertise and input to the continuing development of a customer-oriented culture across the Service SA customer service network. As a member of the Operations Leadership team contribute to the development of consistent operational policies and procedures, decision making and future planning of service delivery Q:\Personnel\Job Specifications\Job Specs - Current\Customer Service Centres\100401_ASO5 Manager CSC.doc
Outcomes Customers receive timely, responsive, high quality services relating to the processing of Government financial transactions, delivery of Government information and referral to specialised Government services Efficient and effective people, financial and operational management of a major regional Customer Service Centre. Enhanced customer service ethic and customer-centric approach relating to the provision of Government services. Improved service delivery and equity of access to Government, and where relevant, other services for all South Australians. Ensure that a safe and healthy work environment, free from discrimination is provided for employees by: a) implementing departmental human resource policies b) ensuring that the principles of Equal Employment Opportunity, Customer Service and Ethical Conduct are a normal part of doing business c) managing industrial relations issues appropriately as they arise.
Resource Management Budget: Approx $600 000 Delegations: $5 000 Essential Qualifications Nil Desirable Qualifications Tertiary qualifications in a business related discipline. Desirable Attributes Essential Attributes (Knowledge/Skills/Experience Requirements) Proven sound leadership and management competence, including: ensuring the delivery of a diverse range of services to agreed performance standards efficiently and effectively managing human, physical and financial resources in a customer service environment creating a team environment where staff are proud of their contribution and embrace a strong customer service ethic Proven competence in developing and maintaining relationships with customers community groups and other stakeholders. Ability to pro-actively identify problems and develop solutions based on ethical and sound judgement Proven effective written and verbal communication skills Ability to establish priorities across a diverse range of tasks and set and meet tight deadlines, often in an environment of conflicting priorities Demonstrated commitment to the principles and practices of Equal Employment Opportunity, Customer Service and Ethical Conduct, and an understanding of, experience in, and ability to manage to the spirit and principles of the Premier s Safety Commitment and the legislative requirements of the Occupational Health Safety and Welfare Act, utilising AS/NZS 4360 Risk Management, or to an equivalent set of standards. Key Relationships/Interactions Customers, community organisations and other stakeholders in the region, including State Government, Local and Commonwealth Government representatives Key contacts in Client agencies Service SA Central Office management and staff Key Challenges Ensuring that the Service SA customer service ethic is demonstrated in all interactions with customers Improving all aspects of service delivery, in particular the throughput of customers Actively promote Service SA within the region and explore new business opportunities
DTEI Employment Conditions Employment conditions will be governed by the Public Sector Act, 2009 and the incumbent will be expected to work in a manner consistent with the Code of Ethics for South Australian Public Sector Employees. The incumbent must be prepared to be assigned to another role at this remuneration level or equivalent. The incumbent is responsible and accountable for keeping accurate and complete records of their business activities in accordance with the State Records Act 1997. The incumbent will ensure that the welfare of all employees is maintained at the highest possible level through the promotion and implementation of OHS&W and EEO policies, legislation and practices. The incumbent is expected to ensure that staff embrace and adopt the customer service ethic within the public sector by modelling customer service excellence and promoting and ensuring the delivery of timely, high quality service that meets the needs of customers and enhances the corporate profile of the organisation. Special Conditions Appointee may be required to work from other regional locations within the Service SA network at the ASO5 remuneration level or equivalent. Out of hours work and intra/interstate travel requiring overnight absences may be required. The incumbent is expected to recognise and work in a manner that accord with the DTEI code of ethics. To be employed in this role, the applicant must be the subject of a satisfactory criminal history check. Previous criminal conviction or pending charges will not necessarily preclude employment and will be assessed by the appropriate delegate. The incumbent must acknowledge and abide by the Instrument of Delegation (of powers and functions by the Registrar of Motor Vehicles pursuant to s7(4) of the Motor Vehicles Act 1959) and the Instrument of Authorisation (by the Registrar of Goods Securities pursuant to the Goods Securities Act 1986). Signature:... Date:../../..
DTEI JOB APPLICATION GUIDELINES These guidelines have been prepared to maximise your chances of success when applying for roles within the Department for Transport, Energy and Infrastructure (DTEI). Your application is a reflection of you and will provide first impressions for the selection panel and is an opportunity for you to demonstrate your skills and experience, abilities and personal attributes relevant to the role. Before you commence your application Take the time to thoroughly read the Duty Statement. You may contact the enquiries officer(s) about the role and ask questions or request any further relevant information pertaining to the role and the area in which it is located. We also encourage you to access our Internet site at www.dtei.sa.gov.au. Selection and Appointment Procedures The selection and appointment procedures used within DTEI are guided by the Public Sector Act 2009. This outlines a set of standards to ensure selection decisions are based on an assessment of the MERIT of applicants abilities, aptitudes, skills, qualifications, knowledge, experience (including community experience) and personal qualities as listed in the essential and desirable requirements of the role. An applicant s potential for development may also be considered. The Government of South Australia is an Equal Opportunity Employer. This means that the selection panel must not discriminate against an applicant unless it is directly and justifiably related to the requirements necessary to perform the duties of the role. The grounds of unlawful discrimination are defined in the Equal Opportunity Act 1984. JOB APPLICATION Your application should consist of three essential components: A covering letter of application A section addressing the essential and desirable attributes listed under the headings Essential Attributes (Essential Knowledge/Skills/Experience) and Essential Qualifications AND Desirable Attributes A Curriculum Vitae or Resume, including a minimum of three (3) current referees In addition, External applicants are required to complete the Declaration on Application for Employment in the South Australian Public Sector and submit the original as a component of their written application. To maximise your chances of being considered further you should demonstrate in your application: that you meet all the essential requirements (including qualifications) of the role; and the extent to which you meet the desirable requirements of the role The selection panel will generally only shortlist those applicants who demonstrate in their application that they meet all the essential requirements of the role. Depending on this initial assessment, the panel will decide whether the applicants warrant further consideration, eg an interview, based on the degree to which they meet the essential requirements. When writing your application you should: provide examples of how you can demonstrate your skills, knowledge or experience include your potential for development, conceptual understanding of issues relating to the role as well as the relevance and transferability of skills, knowledge, experience and abilities acquired through previous employment and community experience Curriculum Vitae or Resume Your application should include a Curriculum Vitae or Resume which includes the following information: Name and address Relevant experience/studies Home and business telephone numbers and email Professional and personal development activities address Educational details Significant Achievements Employment history (displaying most recent job first and Three (3) current referees (include their Role working backwards) Title/Address/Telephone Number and Email Address) REMEMBER: Always address the essential and desirable requirements and provide examples to support your claims Give your referees a copy of your application and discuss their opinion of your merit in relation to the Role Thoroughly check your application for accuracy and completeness Check you have signed your application and that it is well presented Forward your original application, plus the correct number of copies, to the designated officer and ensure your application reaches them by 5.00pm on the advertised closing date - PLEASE NOTE: panels are not responsible to follow-up or further consider incomplete, inadequate and/or late applications