Field Support Centre Team Leader - APS 6

    

  • Temporary (casual) position with shift working hours across days, evenings, and weekends.
  • APS Level 6
  • Canberra based
  • $51.37 per hour (including 20% loading) plus 15.40% super.

These positions have a rolling start from late March 2021 through to May/June 2021.

About the Australian Bureau of Statistics

We are Australia’s national statistical agency. We aim to understand Australia’s data needs to inform important decisions about our nation’s future.

To learn more about the ABS visit here.

About the Census

The Census of Population and Housing (Census) is run every five years and is one of the largest and most important collections to count the number of people and houses in Australia. The Census collects information about where we live, age, our culture, religion, income, education, living and housing arrangements. The information is used to make important decisions, such as government funding, input into policy-making and electoral boundaries.

The next Census will be held on 10 August 2021. To learn more about the Census visit here.

About the Role

Field Support Centre (FSC) Team Leaders will manage and support a small team of FSC team members responsible for providing telephone assistance to Census field staff.  The FSC team members will need to search ABS internal policy and procedure repositories to resolve or escalate queries from field staff about Census procedures, Work Health and Safety, technical problems and other issues.  FSC team leaders will be required to set shift rosters and organise the team to ensure there is full coverage of staff for each shift.  The team leader will also provide support and guidance to their team to resolve complex queries and issues.

The FSC team works collaboratively with all other teams in the 2021 Census program to ensure the success of 2021 Census field operations.

In your role you will be required to:

  • Lead and manage a call centre team of FSC supervisors and FSC agents, communicating clearly about work progress, issues, team directions and key decisions.
  • Resolve or escalate complex field queries, issues and incidents.
  • Undertake performance management of FSC staff when required.
  • Log all phone interactions with field staff into a central database.
  • Monitor a range of operational intelligence to ensure FSC objectives are met.
  • Provide regular feedback regarding status updates and emerging issues to your team and management.
  • Collate shift activity reports, and complete daily FSC operational report.
  • Implement improvements and changes in procedures or processes during operations.
  • Support the development of training packages for FSC staff.
  • Review and deliver face to face training for FSC staff.
  • Monitor the quality of interactions and support provided to field staff by FSC staff.
  • Manage the response to incidents and crises, including the submission of relevant work health and safety incident reports.
  • Be on-call to field staff in the event of a work and health safety issue, as required.
  • Check and approved FSC staff shift timecards.
  • Manage FSC shift roster.
  • Ensure Census information and materials are always kept confidential.
  • Undertake a combination of procedural, operational, and administrative duties.
  • Undertake progressive and final evaluation of Census operations for your work area.
  • Other duties as required.

Your qualities, experience, and skills

We are looking for individuals who can demonstrate that they:

  • Are highly motivated to lead a call centre team in delivering quality outcomes within a dynamic and complex environment.
  • Possess strong conceptual and analytical thinking skills to ensure timely, evidence-based decision making that aligns with agreed outcomes.
  • Use good judgement in problem solving and decision making, and effectively manage risks.
  • Have strong project management skills (including risk and issues management) with a collaborative approach to tackling team tasks and working with other stakeholders to deliver the best possible results.
  • Have the ability to utilise a range of information technology systems and applications, quickly gain confidence in using new systems and applications, and assist others to use these systems.
  • Have strong stakeholder engagement skills.
  • Have strong oral and written communication skills.
  • Have strong interpersonal, customer relations and communication skills.
  • Have the ability and confidence to present face-to-face training and provide performance coaching to individuals and groups.
  • Have the ability to follow direction and procedures.

Eligibility

To become a field support centre agent, you must meet the following eligibility requirements:

  • Australian citizenship – You must be an Australian Citizen or have the legal right to work in Australia. Evidence will be required during pre-employment screening. Preference will be given to Australian citizens.
  • Character checks – If you are found suitable for employment, you will be required to undergo a number of pre-employment checks which will include an identity check, and national police check.
  • Health Self-assessment – As part of your application, you are required to complete a health self-assessment to demonstrate you are fit and able to safely perform the role.

Training

The training will cover all aspects of the role, including systems and WHS training. Further information about training will be provided to successful applicants.

Hours and availability

The Field Support Centre will operate seven days a week on rostered shift work basis. Hours of operation on weekdays are from 8.00am until 11.00pm and 9.00am to 11.00pm on weekends.

The total hours of work will vary over the period of your employment, dependant on the workload. It is expected that some days and weeks will be busier than others, and your work pattern will vary. You will be asked to advise your availability on a regular basis, so shift rosters can be developed. There is a certain amount of flexibility in the working hours, however you may be required to work a mix of weekdays and weekends.

There may be times where you could be asked to take on additional shifts, at short notice, due to operational needs. Due to the nature of the work, these roles are not suited to those already working full-time.

Health and Safety

While at work, you must exercise duty of care by:

  • Taking reasonable care for you own health and safety.
  • Taking reasonable care that your actions or omissions do not adversely affect the health and safety of others.
  • Complying, so far as reasonably able to, with any reasonable instruction given by the ABS to allow the ABS to comply with Work Health and Safety laws.

We strongly encourage potential candidates to consider the job description, and the inherent duties of the role and whether it suits your individual circumstances and health when deciding to apply for the role.

Employment conditions

The terms and conditions of your employment are in accordance with the Australian Bureau of Statistics Enterprise Agreement 2019.

Recruitment Selection Process

  • Online Application form
  • Game based assessment
  • Video interview
  • Phone interview
  • Reference checks
  • Pre-employment Check
  • Contract

Note: Job offers are pending the outcomes of pre-employment checks.

How to apply

For further information about this position or to apply, www.censusjobs.adecco.com.au

For any other query, please contact Adecco Census Recruitment Team on 1300 233 445 or email This email address is being protected from spambots. You need JavaScript enabled to view it.