At the Department of Customer Services, Open Data and Small and Family Business (CDSB), we are improving customer services to Queenslanders, supporting small and family business owners, and providing better government services and support. We ensure customer-focused, effective and accessible engagement with government for Queenslanders, small and family business owners and other government agencies. We are responsible for driving the Queensland Government's priorities in customer service delivery, digital technology, and data that enables a transparent and efficient government.

Job details

As a Senior Advisor, you will:
• Supervise the operations of the Customer Service Centre that delivers services across multiple channels, using appropriate consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive team environment.
• Contribute to the development of operational and financial plans for the customer service centre, ensuring compliance with established audit requirements. For example, but not limited to, through the development of operational workforce plans and the purchase of goods and services.
• Conduct performance assessment processes with staff including providing feedback on work and behavioural performance. Develop learning and development programs with staff. Refer more complex people management matters to the Manager (Customer Service Centre) as required.

In addition, this role requires the leadership capabilities of a Team Leader as outlined in the Leadership competencies for Queensland booklet.

You will:
• Assume a central role in decision-making by utilizing a combination of techniques and resources, such as data analysis, expert consultations, and careful consideration of implications. Effectively communicate and implement decisions to the team or individuals, ensuring clarity, understanding, and alignment with organizational goals and objectives. 
• Take a proactive role in planning within a CSC (Customer Service Center) environment by effectively assessing and prioritizing tasks and initiatives to align with individual, team, cluster, and regional expectations, thereby ensuring a comprehensive and coordinated approach to service delivery.
• Demonstrate effective performance and people management as an integral aspect of the SA (Senior Advisor) role by addressing performance and behavioural issues through constructive conversations and appropriate interventions to foster a positive and high-performing team environment.
• The successful candidate will be required to efficiently locate, interpret, and apply relevant policies, procedures, and legislative requirements to ensure compliance and alignment with organisational objectives.

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position.

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.

Two positions are available.
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.

• 672408 25 Role description (Word, 5.42MB)