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Assistant Team Leader
Reform & Support Services; Queensland Courts Service; Courts and Tribunals; Brisbane City
Working within Recording and Transcription Services (RTS), you will be an important part of a team focused on excellent frontline service delivery in an atmosphere of continuous improvement. Our team manage the end to end process for production and distribution of transcripts and audio to Court users for all Queensland Courts and tribunals.
As an Assistant Team Leader you will assist and support in the supervision of the RTS Client Services Teams. Within this role you will provide client and stakeholder assistance, act as first point of contact for the Client Services staff and perform administrative duties related to the ordering and distribution of Court transcripts to internal and external clients.
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Administration |
| Classification | AO4 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/636323/25 |
| Closing date | 26-May-2025 |
| Job duration | 6 months with possibility of extension |
| Contact person | Shannon Bailey |
| Contact details | Ph: (07) 3292 5987 Access the National Relay Service |
Your key responsibilities
- Assist in the management of the Client Services Team to achieve business objectives through the development, implementation, and continuous improvement of operational processes.
- Act as the first point of escalation for the Client Services Team, providing advice and assistance when responding to client and stakeholder requests and enquiries by providing prompt, competent, consistent, and courteous service via telephone and email.
- Provide supervision and support to staff ordering and distributing of court audio and transcripts, ensuring a high level of customer service and support to both internal and external stakeholders, including judiciary, legal practitioners, members of the public and other courts' users and transcript providers.
- Assist in queue management activities in relation to customer facing operations in online and phone based channels.
- Provide training and support to the Client Services Team as required, with the inclusion of coaching and development for systems and legislation.
- Accurately enter and extract information from records systems and computerised databases for reporting purposes.
- Ensure relevant legislation, policies and procedures applicable to the Client Services Team are followed to allow for the delivery of quality services to relevant clients and stakeholders.
- Undertake other tasks as directed.
Applications to remain current for 12 months.
Job Ad Reference: QLD/636323/25
Closing Date: Monday, 26 May 2025
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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Documents
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