- $129,477 - $143,099

Executive Level 1

Sydney, NSW; Brisbane, QLD; Adelaide, SA; Perth, WA

About the Department Of Employment And Workplace Relations

We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well‑paid work with the skills for a sustainable future as we ourselves strive to be a model employer.

We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re‑training to take advantage of emerging employment opportunities.

With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

It is our ambition to do things differently, to create the 'department of great jobs' - where our people reflect our purpose.

The Role

As an Assistant Director you will work closely with your Director and peers to achieve excellence in operational service delivery, overseeing various functions of the Contact Centre.

This position provides the critical connection between the strategic direction and operational leadership of our teams.

This role supports staff operating in fast‑paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. The ideal candidate will therefore be high performing, dynamic, proactive, motivated and can work as part of a leadership team to achieve outcomes across our branch.

Duties and Responsibilities

- Working collaboratively,



as part of the leadership group to deliver business outcomes and contribute to a positive workplace culture.
- Demonstrating positive leadership and managing a team of frontline staff to ensure they have the support and capabilities to meet their role and responsibilities.
- Lead, manage, and develop multiple teams of frontline staff, ensuring team members are appropriately supported, coached, and equipped to meet business priorities, service standards, and role expectations.
- Set clear direction for team priorities, workflows, and deliverables, aligning resources and activities to program objectives, operational requirements, and emerging business needs.
- Analyse and monitor team performance using data, feedback, quality assurance outcomes, workflow reporting, and operational insights to drive performance, inform decision‑making, and support achievement of program priorities.
- Build and maintain effective relationships with internal and external stakeholders, representing the program with confidence, professionalism, and sound judgement to influence outcomes, resolve issues, and support cooperative delivery.
- Lead a strong performance and accountability culture by setting clear expectations, providing regular feedback, actively managing performance, addressing underperformance in a timely and constructive manner, and recognising high performance at both individual and team levels.
- Oversee and contribute to quality assurance outcomes,



ensuring actions are taken to strengthen capability, improve consistency, manage risk, and support continuous improvement in service delivery.
- Contribute to program governance by identifying, assessing, and managing risks, issues, and emerging challenges, and by developing practical, evidence‑informed solutions to support effective program delivery.
- Lead and implement continuous improvement initiatives, including reviewing, refining, and embedding policies, procedures, systems, and processes to improve efficiency, quality, consistency, and operational effectiveness.
- Exercise sound judgement, initiative, and professional accountability in managing complex operational matters, escalating significant risks or issues where appropriate, and ensuring decisions are consistent with legislative, policy, and organisational requirements.

Eligibility

Don't meet all the role requirements?

At DEWR we are dedicated to building a diverse and inclusive workforce and seek to recruit staff with a wide range of backgrounds, skill levels, disciplines and working styles. If this role resonates with you and you are excited about making an impact, but your past experience doesn’t align perfectly, we encourage you to apply anyway.

Citizenship

Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Security Clearance

Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.

Please refer to the Job Information Pack for more information about the role.

Job Information Pack Opens in new window

Job Information Pack Opens in new window

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📌 Assistant Director (Contact Centre) (Queensland)
🏢 Department of Employment and Workplace Relations
📍 Queensland