Switchboard Team Leader

Job Details

Job Title: Switchboard Team Leader

Employment Type: Ongoing

Classification: Parliamentary Service Level 5

Closing Date: 11:30pm AEDT, Thursday, 19 September 2024

Contact: Sue-Anne McKeough, 6277 2588, sue-anne.mckeough@aph.gov.au

The Opportunity

The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 5 Switchboard Team Leader within Digital Customer Services Branch. 

The Australian Parliament is seeking an enthusiastic and dedicated Switchboard Supervisor to join our team. The Switchboard Supervisor will be leading the team that is the first point of contact for all incoming calls, providing essential support to parliamentarians, staff, and the public,  This role offers a unique opportunity to be part of the inner workings of our nation’s government, ensuring smooth and efficient communication across all levels.

Who we are looking for

Our ideal candidate will be someone with exceptional organisation, communication and customer service skills, who are proficient in the management of the team of switchboard operators, and the use of telephony and directory services. Your ability to handle development of rosters, escalation of call with professionalism and courtesy will be key to your success in this role. This is a role that requires a calm and composed demeanor, as well as the ability to think on your feet in a fast-paced environment.

Job Specific Requirements: 

• There may be a need to work additional hours as required.

• The successful applicant will be required to obtain and maintain a Baseline Vetting (Protected/Restricted) security clearance.

At DPS, we acknowledge the value diversity brings. We are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We welcome applications from Aboriginal and Torres Strait Islander people, mature age people, people from diverse backgrounds and people with disability.

Duty Statement

Classification: Parliamentary Service Level 5 

Branch: Digital Customer Services Branch 

Section: ICT Service Delivery 

Immediate supervisor: Assistant Director ICT Service Delivery

Under limited/general direction undertake duties in accordance with the agreed standards for the Parliamentary Service Level 5 classification. The duties will include, but are not limited to, the following:

 
1.    Manage the Switchboard team, including rostering, operator training, supervision and performance management.

2.    Document and maintain processes and procedures for Switchboard Operators.

3.    Manage and respond to escalations from staff regarding challenging calls or callers.

4.    When required perform Switchboard Operator duties including:

• Respond to callers’ inquiries and promptly route them to the appropriate destination.
   
• Providing excellent customer service by addressing callers’ questions and concerns, while valuing and treating all callers courteously.
   
• Operating switchboard equipment and consoles to connect, hold, transfer telephone calls.
   
• Use the telephone directory or computerized system to route calls accurately, transfer calls to the appropriate extension or office, while ensuring minimal hold time and efficient call flow.
   
• Respond to upset or aggressive callers professionally and empathetically.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

How to apply

Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department. 

Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role. 

Our purpose and values

We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.  

Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace. 

Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.

What we can offer

Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:  

•    access to flexible work arrangements 
•    ongoing opportunities to learn and develop new capabilities 
•    a competitive remuneration package
•    free secure underground parking
•    free gym membership and access to recreational facilities
•    on-site childcare, banking services, post office, value-for-money dining options and more.

Salary

Currently, the salary range for this position is $86,137 - $92,412 per annum.

Conditions of Employment

Employment opportunities at Department of Parliamentary Services are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:

•    Australian citizenship – to be eligible for employment with DPS, applicants must be an Australian Citizen. 

•    Security clearance and character clearance – the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check. 

•    Health assessment – a pre-employment health assessment will be required where there are physical or medical requirements for the role.