The Service Delivery Team Is Usually the First Point of Contact Between Taxpayers and The

UNCLASSIFIED | EXTERNAL / ATO | Working for all Australians

APS6
Service Delivery Team Leader
External Candidate Information Kit (EXT_SD_253_16 )
Number of positions / Several
Locations / Adelaide, Albury, Box Hill, Burnie, Chermside, Dandenong, Hobart, Melbourne CBD, Moonee Ponds, Parramatta, Penrith, Perth, Sydney CBD, Townsville, Upper Mount Gravatt , Wollongong
Working arrangements / Full-time
Type of employment opportunity / Ongoing
Security classification / Pre-engagement check
Email /
Job closing / 11 April 2016, 5:00pm AEST
UNCLASSIFIED | EXTERNAL / ATO | Working for all Australians

The position

The Australian Taxation Office (ATO) is changing the way we work with our clients, staff and partners to deliver the best possible experience. This is your opportunity to be part of that journey.

The Service Delivery team is usually the first point of contact between taxpayers and the Tax Office and plays a vital role in shaping our clients’ views of our operations.

As an APS6 Service Delivery Team Leader you will work with limited direction to lead a team, set priorities, monitor workflow and resources, and manage the operations and performance of employees in accordance with legislative, APS and ATO policies and instructions.

You will be responsible for the work quality and performance of a customer service team in a multi-channel environment. Depending on the work area, you may work in telephony, face to face or processing environments. You will be required to make decisions to resolve operational issues and to ensure standards and outcomes are met.

As an APS6 Service Delivery Team Leader you will have a considerable client and stakeholder contact role and will liaise with a range of internal and external clients and stakeholders in a representational role.

This is important work that is central to Australia’s tax system and to ensuring our clients are supported to meet their obligations

The team

Service Delivery plays a critical role in administering Australia’s taxation and superannuation systems, underpinned by maintaining the integrity of the client register and account.

We provide taxpayers with tools and systems to understand and meet their obligations as easily as possible and deliver a positive client experience, ensuring our services and interactions are professional, contemporary and tailored to take into account individual client circumstances.

Position requirements

Demonstrated ability to:

·  Lead and manage a high performing team in a multi-channel operational environment

·  Work collaboratively, consult and share information with stakeholders to achieve outcomes

·  Lead and manage employees to achieve set priorities and business outcomes

·  Respond in a positive and flexible manner to change and uncertainty and influence others to do likewise

·  Develop and coach employees to achieve high performance standards in a multi-channel operational environment

·  Display resilience, resolve problems and identification and development of ideas

·  Embody organisational values and actively influence positive workplace culture

·  Communicate decisions to achieve work area and business outcomes

What you will do

·  Manage workflows and resources, and prepare team plans detailing measurable milestones and expected outcomes

·  Be accountable for accurate completion of work within timeframes and quality requirements

·  Contribute to the development of technical excellence within the business stream, participate in quality assurance activities, and assist in developing and implementing appropriate solutions

·  Be accountable to lead a team, or teams, set the priorities, provide strategic context, deliver constructive and regular feedback, and manage the operations and performance of ATO employees in accordance with APS and ATO policies and instructions

·  Work collaboratively, consult and share information with stakeholders and communicate decisions to achieve work area and business outcomes

·  Influence and convince others in the pursuit or achievement of specific and set objectives

·  Tailor communication, presentation and language styles considering the needs of the audience and situation to achieve appropriate outcomes

·  Address issues in the work area, devise action plans and advance new and innovative approaches

·  Frequently resolve problems using professional knowledge and experience, identification and development of ideas, and analysis of alternative courses of action and their implications

·  Understand, analyse and interpret legislation, policies, strategies and business and team plans, be explain their context and apply these in the work area

·  Demonstrate an awareness and understanding of the broader impacts and implications of the work area and be able to communicate these to stakeholders

·  Clarify expectations, and support and communicate the reasons for business decisions; develop and coach ATO employees to achieve high performance standards in a contact-centre environment

What we are looking for

·  People who support and engage with the future direction of the ATO

·  Customer focused people who will put our clients at the centre of everything they do

·  Flexible and adaptable people to meet immediate needs and future challenges

·  Passionate people who are committed to serving and delivering the right outcomes to our community

·  Team orientated people who have energy and have determination to succeed in everything they do

·  People who can make reasonable decisions and exercise judgment

·  People who are open and accountable and of high integrity

For further information visit Reinventing the ATO.

What we offer

We value our staff and encourage our employees to be adaptable

·  Our organisation offers a culture that is customer focused and future oriented

·  We are a diverse organisation that offers a diverse range of opportunities

·  We offer career development and excellent working conditions

·  We offer attractive salary ranges and superannuation as well as a range of other benefits

Further information about pay and conditions ATO Enterprise Agreement.

Selection steps

/ Preview the application form via ATO Careers.
Read the position requirements and then respond to the question “what do you bring to the role” in 500 words.
Submit your application online via ATO Careers by 11 April 2016, 5:00pm AEST
/ Applications will be assessed against the requirements of the position to determine the shortlisted candidates. Should you require reasonable adjustment to participate in the process please email
/ Shortlisted candidates will be required to attend a phone interview for further assessment of their suitability, which will commence early May.
/ Shortlisted candidates are expected to make themselves available to attend an assessment centre, which will commence mid-May, and may only be conducted on one day in certain sites.
/ Referee checks may be conducted.
/ The final employment decision will be made by the Vacancy Delegate and a merit list may be established to fill subsequent similar vacancies over the next 12 months.

* Positions may not be available in all sites and merit lists may be established to fill similar vacancies should they become available.

Eligibility to apply

To be eligible for employment in the ATO, you must be an Australian citizen (at the time you begin employment with the ATO) and agree to have a criminal history records check. The ATO may conduct a number of pre-employment checks prior to any employment offer. Employment offers will be subject to satisfactory results of these checks.

For more information visit ATO Careers.

Special Measures

The filling of some (but not all) of the job vacancies that are being advertised through this recruitment initiative is intended to constitute a Special Measure under section 8(1) of the Racial Discrimination Act 1975. Special Measures positions are open only to Australians of Aboriginal and Torres Strait Islander descent.

To be eligible for consideration for Special Measures positions, applicants will need to provide evidence that they:

·  are of Aboriginal and/or Torres Strait Islander descent

·  identify as Aboriginal and/or Torres Strait Islander; and

·  are accepted by their community as being Aboriginal and/or Torres Strait Islander.

You can find more information about the application of Special Measures for the employment of Aboriginal and Torres Strait Islander Australians on the Australian Public Service Commission website.

RecruitAbility

RecruitAbility applies to this vacancy. RecruitAbility offers you the opportunity to progress to further assessment stages in an APS recruitment exercise for a vacancy advertised under the scheme if you:

·  declare you have a disability

·  apply and opt in to the scheme and

·  are assessed as meeting the minimum requirements of the vacancy

More information is available at APSC RecruitAbility Applicant Guide.

Need more information?

·  Learn more about the ATO

·  Applying to work at the ATO for the first time, visit ATO Careers for more information

·  Using e-Recruitment for the first time or having trouble, click e-Recruitment help

UNCLASSIFIED | EXTERNAL / Page 2 of 6