Service Centre Manager

About this role

Service Centre Manager - Botany & Campbelltown Salary: Service NSW Grade 8/9 ($119,937- $144,726), 9/10 ($134,626- $162,153), plus employer's contribution to superannuation and annual leave loading Location: Botany & Campbelltown Employment Type: Ongoing, Full time- Onsite We are currently recruiting for the position of Service Centre Manager at our Botany and Campbelltown Service Centres. Lead People. Drive Performance. Make a Difference. At Service NSW, we're looking for an inspiring and people-focused leader who believes that exceptional customer outcomes start with exceptional team experiences. This is more than an operations management role. We're seeking a leader who is passionate about developing people, building capability and creating an environment where individuals and teams can thrive. You'll lead a large, fast-paced Service Centre, balancing customer service excellence, operational performance and workforce leadership while fostering a culture of accountability, growth and inclusion. About the Role As a Service Centre Manager, you'll be responsible for leading the day-to-day operations of a large Service Centre while supporting and developing a diverse team to deliver outstanding customer experiences. You'll guide performance, identify capability gaps, coach future leaders and create opportunities for people to grow and succeed. At the same time, you'll ensure operational targets are achieved, resources are effectively managed and customer outcomes remain at the centre of every decision. What Success Looks Like We're looking for a leader who: Puts people first by developing capability, nurturing talent and creating a high-performing team culture. Leads operations confidently to deliver exceptional customer outcomes and service performance. Plans ahead by anticipating future needs, managing resources effectively and driving sustainable results. Demonstrates sound business acumen through data-informed decision making and responsible budget and resource management. Leads with integrity and embodies Service NSW values through every interaction and decision. What You'll Bring We're interested in leaders who have: Experience leading medium to large customer-facing teams A proven ability to develop capability and build high-performing teams Strong experience managing performance, coaching and employee development A track record of driving operational results through people Experience leading teams through change and transformation Strong communication, stakeholder engagement and relationship-building skills Sound business and financial awareness Hours of work Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here. The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours. Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays. We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business. What we need from you An up-to-date CV (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how your skills, knowledge, and experience align with the requirements of the role. In your cover letter, please address the targeted questions below, explain your motivation for applying, and highlight the skills and experience most relevant to the position. How do you use data to assess the effectiveness of your team and service delivery? How have you used this information to improve results? (250 words max) Describe a time when you inherited or led a team that was not fully engaged or performing at the level required. What actions did you take and what improvements did you achieve? (250 words max) Why Join Service NSW? At Service NSW, we're committed to creating better experiences for our customers and our people. You'll join an organisation that values leadership, innovation, collaboration and continuous improvement. If you're a leader who is passionate about helping people succeed, building capability and creating a positive impact for both customers and teams, we'd love to hear from you. Closing Date: Friday, 31st of July at 9:59am Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check. About Service NSW Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork. Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions. Click Here to access the Role Description . For enquiries relating to recruitment please contact Marina Hana via marina.hana@customerservice.nsw.gov.au. 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. A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role. 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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process