Job Description

You see the big picture, you’ve always worked on a grand scale, and now you’re ready to re-focus on grand impact.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

Be responsible for managing a specialist team to ensure efficient and effective operation and provision of technical and procedural advice and support to DRIVES users to maximise customer service and monitor integrity of records and consistency of business practices.

This role reports into the Manager for Customer & Information Services.

Duties & Responsibilities Include (not limited to):

• Manage a team of eight helpdesk operators, overseeing daily operations including attendance, absences, and leave management
• Monitoring team performance, including the automated call distribution system, to ensure timely, high quality service and provide ongoing performance feedback
• Analysing operational issues and recommending actions to ensure correct use of the DRIVES system, including securing administration, maintenance, and user account management for internal and external customers
• Developing interim procedures and identify errors and ambiguities in all registration and licensing operational documentation
• Managing projects relating to evaluating proposed system releases, examining proposals and innovations, and recommending procedural and operational matters
• Developing and maintaining controls, ensuring the quality and effective operation of the DRIVES system, including promptly notifying users and stakeholders of planned/unplanned outages
• Producing management reports and actively reviewing data to identify and investigate potentially fraudulent activity
• Facilitating problem management by working closely with external business partners and internal customer groups involved in e business operations

For more information on this position and business unit, view the and information pack

About you

For you to be successful within this role you should meet ALL of the following criteria:

• At least 2-3 years' experience as a team leader with extensive knowledge of the DRIVES platform
• Solid knowledge of issues pertaining to registration, licensing, and registry procedures
• Proven abilities to gather and analyse information, and present it in a logical, systematic, and clear format
• Experienced in successfully delivering concurrent projects and meeting deadlines
• Your key personality traits/characteristics should include a continuous improvement & curious mindset; natural ability to influence & lead; process orientated; supportive & encouraging.

This is a permanent role, 100% onsite from our contact centre in Newcastle.

The contact centre opening hours are – Monday – Friday (8.30am – 5pm), Saturday (8.30am – 12.30pm).

You will receive an RDO and an ADO every four weeks and work a Saturday every four weeks also.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers