The key duties of the position include:

The Role

The APS 5 Service Delivery Team Leader within the Directorate of Customer Access Management (DCAM) is responsible for managing a team of APS 3 Service Delivery Officers (SDOs) providing 1800DEFENCE services from our call centre in Hobart.

The APS 5 Service Delivery Team Leader is accountable to deliver:

- Supervision and administration of multiple APS3 Service Delivery Officers in a contact centre environment.
- Quality monitoring, including review and assessment of calls and email interactions.
- Regular and ad hoc staff coaching and mentoring.
- Product training and familiarisation.
- Maintain CSN wide technical and product knowledge to support staff and provide surge support as required.
- Conduct regular team meetings to share both network and Defence wide changes and developments relevant to the Customer Service Network (CSN).

If you are committed to helping people achieve their potential, and energised by improving how a team works and supports its customers, we encourage you to apply.

About our Team

Our Hobart contact centre is part of the Defence Customer Service Network, supporting a wide range of Level 1 customer queries in a call centre environment. These include everyday questions like pay, travel, and entitlements, which we resolve using clear guidance, system tools, and escalation pathways.

We play a key role in supporting Defence capability by delivering seamless, reliable services that allow our customers - including ADF members, APS staff, contractors and the public - to focus on their mission.

We are a high-tempo, growth-oriented team that values collaboration, accountability, continuous learning and improvement. One of the best parts of the role is the variety - no two days are the same. You will take on new challenges, contribute to meaningful work, and be part of a team that is always adapting and progressing.

Our Ideal Candidate

We are seeking capable, motivated people who bring experience, energy,



and a commitment to helping others succeed.

We are looking for leaders who can:

- Support and mentor teams in a fast-paced service delivery environment.
- Understand how their work connects to broader organisational goals and help their team understand priorities.
- Use strong communication, organisation and negotiation skills to build trust and influence positive outcomes.
- Work respectfully and effectively with a wide range of stakeholders including ADF and Defence personnel, contractors and the public.
- Think critically to proactively identify issues and offer solutions, contributing to continuous improvements in service delivery and ways of working.
- Understand and apply policies, legislation and procedures to deliver practical, people-centric outcomes.
- Commit to ongoing learning, including on-the-job training and building and maintaining product knowledge and customer service skills.

If this sounds like you, please engage with the Contact Officer to discuss further.

Eligibility

Security Clearance:

Applicants must be able to obtain and maintain a security clearance at “Baseline Vetting” level.

Getting to know the Department of Defence

The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a adaptable and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers

📌 Service Delivery Team Leader (Hobart)
🏢 Department Of Defence
📍 Hobart