Service Delivery Team Leader

The Department for Infrastructure and Transport plays a vital role connecting people and places in South Australia by delivering a multi-billion-dollar pipeline of transport and social infrastructure projects, operating and maintaining thousands of kilometres of roads and managing our city’s public transport network.

The Opportunity
In this role you’ll work closely with the Service Delivery Manager to ensure that high-quality customer service is effortless across multiple service channels, including in-person, online and Agent Service Delivery. You’ll support and supervise a team of Service Delivery Officers, helping them to resolve complex transactional services.
In addition, you’ll be instrumental in upholding the integrity of our service operations, handling daily and monthly reports, conducting audits; including conducting investigations into specific transactions where required, and gathering customer feedback to enhance our service quality.
You must also be prepared to be reassigned to different Service SA locations during periods of staff absences, high workloads, or as required to meet business needs.
As a trusted member of Service SA, you’ll contribute to a culture of integrity and confidentiality, leading by example.
About You
To be successful in this role you will:

• Understand the importance of meeting service standards, adhering to regulations, policies, and audit requirements, ensuring accuracy and quality in every transaction.
• Strong communication and engagement skills, with the ability to convey information clearly and concisely to team members and a diverse range of customers.
• Skilled in problem-solving and evidence-based decision making, with the ability to handle challenging situations with professionalism and empathy.
• Experience in coaching and developing individuals and teams to drive high performance.
• Ability to multi-task and manage high volumes of work accurately.

Ready to take on this exciting challenge and contribute to the provision of excellent customer service for our community? Apply now!

Available Vacancies 
Our part-time and full-time vacancies are available across multiple metropolitan centres including:

• Adelaide CBD
• Elizabeth
• Gawler
• Marion
• Mitcham
• Modbury
• Mount Barker
• Port Adelaide
• Prospect
• Regency Park
• Seaford Meadows
• Tranmere

Service SA centres in select locations are open on Saturdays from 9am - 5pm, providing greater convenience for customers with commitments during regular hours. Service Delivery Team Leader may be required to work one in every four Saturday, based on roster schedule.
Qualifications/Experience
Must possess a working knowledge of all relevant Acts and relevant policy and procedures or be willing to gain a working knowledge within a six (6) month period as to set up for success in the role.

Special Conditions
Prior to employment with the Department the successful candidate will be required to provide:

• A National Police Check (NPC) is required prior to employment in the Department for Infrastructure and Transport which must be renewed every three years.
  

• A Working with Children Check (WWCC) is required prior to employment with the Department for Infrastructure and Transport, which must be renewed every five years before expiry.
• Must be prepared to be reassigned to different Service SA locations during periods of staff absences and high workloads or as required to meet business needs.

Tenure of Vacancy
Ongoing / Temporary appointments

Multiple vacancies

Remuneration
ASO4 - $82,212 to $86,180 pa + superannuation

Enquiries
Rowan Walling
A/Senior Manger Operational Services
Telephone: (08) 7133 2133
Email: [email protected]

Application Instructions
Applications can be submitted online by clicking the 'Apply now' button.

Please include in your application a cover letter of no more than two (2) pages and a CV including the details of two (2) referees (including your current line manager).

Our Commitment
The Department for Infrastructure and Transport is an Equal Opportunity Employer and is committed to building a diverse and inclusive culture across the department, planning for and promoting diversity and culturally safe workplace. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTQIA+, people with disabilities and other diversity groups. The Department recognises the benefits that such an approach brings for our staff and customers in delivering the future of South Australia.
As a WE’RE EQUAL organisation we are committed to treating everyone equally, proudly promoting our Department, and all its spaces as safe places for everybody.

Role Statement - Service Delivery Team Leader (ASO4)