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Operations Team Leader - Maryborough


Maryborough

 Provide direct operational & technical support to the RSCM;  Frontline operational management of RSC & last line of escalation before the RSCM  Case file management of difficult/sensitive matters incl. Disputes, Claims management, Compliance & Licensing;  Lead, support & provide operational direction to team;  Provide continuous status reports on the operational performance of the RSC;  Manage relationships and problem solve to achieve high quality customer focused outcomes.

Job details

Position status Permanent
Position type Flexible full-time
Occupational group Auditing & Compliance
Classification AO6
Workplace Location Wide Bay
Job ad reference QLD/QBCC14/19
Closing date 17-Feb-2019
Job duration Permanent Full-time
Contact person Danny Stephensen
Contact details 0418 719 586

Key outcomes/Accountabilities 

1       Provide direct operational & technical support to the Regional Service Centre Manager (RSCM). 

2      Provide a high level of customer service to consumers, internal clients, stakeholders and industry groups; and where appropriate provide relevant & timely feedback in response to industry & customer inquiries. 

3      .Manage, and or where necessary deal with complex or sensitive cases. Including but not limited to: 

  • Disputes (defective building work & Early Dispute Resolution - EDR);
  • Claims Management;
  • Compliance;
  • Regulatory Services (Licensing etc.) 

4     Lead, support & provide operational direction to team. This will include:

  • Closing feedback loop in relation to ongoing operational performance of the team;
  • Monitoring & reporting on team performance in line with the company charter and various other KPIs and business performance metrics;
  • Access & identify gaps in operational performance & knowledge, and report to the RSCM. 

5      Act as the last point of escalation before the RSCM for all operational matters deemed to be complex or sensitive, or as a result of a direct customer escalation request. 

6     Where required, provide technical assistance to the team & RSCM in relation to Industry engagement, promotional & educational activities. 

7      Actively champion & promote the QBCCs core values & behaviours to ensure teams are equipped to provide the best possible customer experience.  

Candidate attributes 

The ideal candidate will have: 

  1. Substantial knowledge of building and construction industry and ability to apply this to matters whilst operating, applying and comprehending contemporary building standards, practices, legislation and codes. 
  2. High level, operational guidance and resource management skills supported by a record of achievement in delivering high quality performance outcomes. 
  3. High level communication, interpersonal, negotiation & mediation skills with a proven ability to develop strategic and collaborative relationships. 
  4. Formulate and deliver high quality responses in relation to complex or sensitive issues that may in a political context, and provide advice at a senior level.

Further information

Documents

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Licence
Creative Commons Attribution 3.0 Australia (CC BY 3.0)
Last updated
13 May 2014

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