Role type: Ongoing Salary: DCS clerk grade 9/10, annual base salary starting at $129,464 plus employer’s contribution to superannuation and annual leave loading Location: Sydney (Mckell) with hybrid/flexible work options About Us: The Department of Customer Service (DCS) is transforming the way NSW Government agencies interact with its customers. We aim at putting the customers at the centre of everything we do and adopting new technologies to make government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW. ID Support NSW is a nation-leading business unit in Cyber Security NSW, within DCS, dedicated to assisting victims of identity crime. Established in 2021, it provides support to NSW government agencies in the event of a data breach as well as NSW customers impacted by identity misuse. With recent data breaches and increasing fraud, identity resilience is key to preventing misuse. Join ID Support and help shape how identities are protected and remediated in NSW About the Role: ID Support NSW is looking for a Senior Advisor to join our Customer Stream. In this role, you will be responsible for overseeing and coordinating high-level operational support in a call centre environment to ensure the efficient and effective performance of the customer stream. You will manage day-to-day operations, develop and implement service delivery strategies, ensure compliance with relevant legislation, policies, and standards and provide guidance and leadership to the team. Your focus will be on optimising team performance, enhancing customer experience, and aligning operational activities with the organisation’s strategic objectives. As a leader, you will also drive continuous improvement initiatives, take carriage of customer escalations, foster a collaborative and positive team culture, and ensure the delivery of consistent, high-quality service outcomes. Key Accountabilities: Lead, coach and develop a geographically dispersed team to execute the service delivery strategy and deliver effective, efficient and quality customer outcomes for individuals impacted by identity theft Develop, document, implement and monitor business systems, procedures and methods, adapting processes and techniques, to facilitate efficient business operations and make recommendations to improve efficiency, cost management and service delivery. Provide specialist advice and support to customers and stakeholders including policies, procedures and business systems to contribute to the continual improvement of processes and system operation and the compliant operations of the business. Escalation of customer enquiries if the team needs additional support for sensitive or complex cases Coordinate operational planning and resources to effectively meet service delivery standards. Contribute to the develop of, implement and integrate strategic and operational plans and report on progress and identify trends to enable the development of action plans and inform decision making Develop, manage, monitor and evaluate business performance data, service level agreements and progress against key performance indicators (KPIs) to inform decision making and support optimal service delivery. Lead, manage and/or contribute to continuous business and customer service improvement initiatives to ensure optimal service delivery Develop and maintain networks to ensure effective coordination of information and timely responses to meet business strategies and a positive customer experience Develop, review and implement improved business procedures, develop assessment protocols, guidance and supporting material and facilitate technical advice and training to support professional development and capability building. About Cyber Security NSW Branch: The Cyber Security NSW is a whole-of-government function located within Digital.NSW in the Department of Customer Service. We are responsible for ensuring a cyber safe NSW. The protection of our systems and digital information is vital because of the many essential services NSW Government provides including health, emergency services, and transport. Furthermore, the exciting digital transformation being undertaken across NSW Government requires similarly enhanced cyber security capabilities. At the centre of this exciting and growing cyber capability, Cyber Security NSW is working across NSW Government to: Create a whole-of-government integrated approach to managing cyber risk and responding to cyber security threats Increase cyber skills and awareness Understand the risks from cyber threats to our digital information and systems Set cyber security standards Ensure we are prepared if a damaging cyber incident occurs About You (Essential Requirements of the Role): To be successful in the role you will: Have demonstrated competency in Microsoft Office 365 and associated data and information visualisation platforms Have experience managing a contact centre or phone operations environment, with a proven ability to coach staff using real-time performance metrics (AHT, FCR, CSAT) and implement targeted strategies that consistently improve individual and team KPIs. High attention to detail and a strong understanding of confidentiality are essential. Have the ability to continually monitor and review processes, systems and procedures across a broad range of activities to develop practical and effective solutions given the complexity of services and systems. Keep updated with processes, policies and procedures across a wide range of administrative functions while ensuring processes and systems are compliant with organisational and legislative requirements in a changing work environment An Australian Citizen including the ability to obtain and maintain a Baseline National Security Clearance and undergo a police check Applying for the role: Please click on the link to apply and attach your resume (maximum 4 pages) and cover letter (maximum 2 pages) which should outline your experience against the key accountabilities and address the about you section. Submissions that have not followed the above or that are submitted via email will not be considered. A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities. Salary Grade 9/10, with the base salary for this role starting at 129,464 base plus superannuation Click Here to access the Role Description. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday 11th August @ 10am Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process