APS 4 - Customer Service Team Leader


  • $67,100 - $73,256 (plus super)
  • East Sale - VIC

The Role

The APS4 Customer Service Centre Team Leader (CSTL) role is responsible for the supervision and coaching of a Customer Service Centre (CSC) team. The CSTL will review and monitor the performance and quality of output to ensure the team successfully/effectively contributes to face to face, email and phone product service delivery. The role is also responsible to administer, plan and oversee daily operations and will work collaboratively across an integrated customer centric network.

About our Team

Directorate of Archives and Service Centres (DASC) is part of the Defence Customer Service Network (CSN) that comprises call centre, email and face to face customer services, archives, travel, publishing and library functions. Our dedicated staff ensure the role of the network provides high quality assistance and customer service to serving Australian Defence Force (ADF), ex-serving and Reserve members, Australian Public Service (APS) and the general public.

The CSTL at RAAF East Sale supervises four Customer Service Officers (CSOs) and reports to an APS6 Service Delivery Manager (SDM).

Our Ideal Candidate

The successful candidate will have a proven track record in leading teams to achieve organisational goals whilst contributing to building a high performance service delivery culture. To be successful in the role you will have:

  • Demonstrated experience in a service delivery environment;
  • Demonstrated ability to identify issues and drive continuous improvement;
  • Highly developed communication and negotiation skills;
  • Experience in stakeholder engagement and liaison skills;
  • Ability to work collaboratively with local and remote teams.

This role is ideal for an energetic and motivated individual with a strong focus on continuous improvement and attention to detail. We are looking for enthusiastic people to join our team and form a Merit Pool of suitable applicants for future placement.

Self-drive travel between different sites and locations will be required; therefore candidates will require a current Driver’s Licence.