Policelink is a large non-urgent contact centre that provides service to the Queensland community. We are staffed by Client Service Officers, Team Leaders, Police Officers and a range of corporate staff who all contribute to the delivery of service to the Queensland community and Queensland Police Service. As a Team Leader you will manage a team of up to 15 AO4 Client Service Officers. The role involves 24-hour rotational shift work. Afternoon, night and weekend shifts as well as public holidays attract shift penalties additional to the base wage. Refer to the role description for more information.

Job details

Your key accountabilities

The core capability requirements for this role are:

• Manage a Contact Centre team to ensure a high level of customer service and effective resolution of issues is provided to customers in accordance with current Queensland Government and Police Service standards and policies.
• Ensure consistent service levels and standards are maintained through effective resource scheduling, leave management and conducting effective staff performance reviews.
• Identify training and development needs of staff, mentor team members, and provide training, career development and guidance as required.
• Provide high quality advice, guidance and information on the Contact Centre's operations, policy, procedures to team members when required.
• Effectively oversee the work/life balance, emotional and physical health and wellbeing of team members and provide or arrange for support or assistance as required.
• Work collaboratively, closely and effectively with all Policelink corporate and administrative teams and Police Operational Advisers to ensure high quality programs, systems and processes are maintained and enhanced to provide effective customer service.
• Maintain an awareness of the trends and developments in:
• Contact Centre management and technology to provide an ongoing effective team management and client service; and
• Issues and developments in policing and whole of government policy.
• Be responsible for the effective daily operations and management of the Contact Centre operational floor.
• Regularly advise and brief the respective Business Managers on issues concerning their areas of responsibility to enhance the operational effectiveness of the Contact Centre.

Role Requirements

Mandatory

• Successful applicants will be subject to a probationary period while participating in the Client Service Officer Training Program of approximately 12 weeks.
• You will be required to successfully complete the training program to be considered for on-going employment with the Queensland Police Service.

Other

• Appointees will be expected to participate in a 24-hour,7-day roster with work equating to 36.25 hours per week. Shift penalties apply.

Applications to remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 683680 26 - Role Description (Word, 3.67MB)
  
  
  683680 26 - Applicant Guide non-Police (Word, 227KB)