Customer Support Manager

The RoleHave you seen the Royal Commission into Defence and Veteran’s Suicide in the news?  The Information Access Unit (IAU) was established as a result of the Royal Commission’s interim report to provide applicants seeking information from Defence with a single point of contact, making it easier and faster for them to obtain their records and other information. As an APS 6 Customer Support Manager, you will have the unique chance to work closely with internal and external stakeholders delivering services to ADF members, ex-members, families and representatives seeking information from Defence. At Defence, people are our most important asset. You will support a team as they provide information, education and case management for those with complex needs around accessing information, fostering a collaborative and inclusive environment, which empowers its people to thrive. You’ll need to learn and demonstrate a strong understanding of Defence’s strategic priorities and how these link to the Customer Service Network’s goals, objective and strategic direction. This role will suit you if: You enjoy positive and challenging aspects of customer engagement and have a high level of emotional intelligence.Enjoy making things happen without being daunted by the unknown, enjoy a challenge and see these as learning opportunities.Can adapt in a positive and flexible manner. About our TeamThe Information Access Unit (IAU) is part of the Defence Customer Service Network (CSN) that comprises of call centre, email and face-to-face customer services, archives, travel, publishing and library functions. We value our team and expect all members to demonstrate leadership behaviours. We are committed to ongoing learning and will invest in your training and development to ensure your work with us is deeply rewarding, both personally and professionally.Our Ideal CandidateThe Service Delivery Division prides itself on its positive, collaborative, and supportive workplace culture. For us, it is all about the team and we want people who want to be a part of the culture we have created. Our ideal candidate will enjoy working in a dynamic workplace on a wide variety of tasks. You will demonstrate the following characteristics: A proven track record in people leadership, including successful performance management of a team in a customer service or service delivery environment.Strong coaching acumen to allow easy identification of development opportunities and enable you to set appropriate goals and measures to support each team members’ progression.Genuine interest in providing the customer with a positive and professional streamlined experience.Excellent communication skills, both written and verbal, that motivate team members to do their best.Demonstrated ability to build effective relationships with stakeholders and work collaboratively across dispersed teams.Resilience, personal drive and a focus on enabling others in support of Defence capability.Willingness to learn and be challenged.Ability to adapt to change in a positive and flexible manner. If you are looking for a position where you will be engaging with a variety of clients and suppliers and you enjoy coming to work in a role where no two days are the same, then engage with the contact officer and discuss further.