NSW Department of Customer Service32 followers324 jobs

Director Customer Channels – Fines & Debt

SeniorFull-timeHybridAustraliaPosted 4 days agoVerified 5 days ago
Pending fitX of Y criteria met

About the job

The Director of Customer Channels for Fines & Debt is an exciting opportunity to lead a dedicated team at Revenue NSW, helping the community navigate complex customer challenges. This role is crucial in shaping how services are delivered to diverse communities, ensuring that everyone receives the support they need. The team thrives on collaboration, innovation, and a commitment to making a positive impact in the lives of NSW residents.

Meet the team

About the company

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You'll be responsible for

📞

Leading customer care ecosystem

Lead the strategic design and delivery of Revenue NSW’s customer care ecosystem—across telephony, supported customers, and outreach services.
⚙️

Overseeing service delivery

Oversee a dynamic, highly scheduled environment delivering seamless service for millions of NSW residents.
🚀

Driving innovative approaches

Drive new approaches that improve the way customers resolve fines and debt, including alternative pathways for vulnerable people.

Key criteria

📞

Experience in customer-facing operations

Deep experience leading high-volume contact centre operations.

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📊

Data-driven decision making

Proven ability to harness data for service improvement.

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🤝

Stakeholder engagement skills

Strong influencing and communication skills with diverse stakeholders.

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A meaningful career starts with a match

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5 criteria for this job
Experience in customer-facing operations
Deep experience leading high-volume contact centre operations.

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Data-driven decision making
Proven ability to harness data for service improvement.

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Stakeholder engagement skills
Strong influencing and communication skills with diverse stakeholders.

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Technological fluency
Experience with platforms like Genesys and AI-driven solutions.

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Inclusive service design
Track record supporting vulnerable and multicultural communities.

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