Department of Employment and Workplace Relations (DEWR) – Sydney NSW

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.

The key duties of the position include:

- 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

Please note, under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency delegate has agreed, in writing.





This is a designated security assessed position. The successful candidate will have the ability to obtain and maintain a Baseline security clearance.

This selection process may be used to establish a merit pool. The pool might be accessed to fill ongoing and non-ongoing vacancies for similar roles in the Department over the next 18 months.

Getting to know the Department of Employment and Workplace Relations (DEWR)

We are the department that helps job seeking Australians find safe, secure, and well-paid work while 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 retraining to take advantage of emerging employment opportunities. Secure jobs are vital—driving future economic growth and providing people with the certainty. We focus on connecting Australians who are starting, advancing or changing their career with the relevant skills, knowledge and experience to gain or regain employment.

Our work directly contributes to shaping the employment landscape. It is our unique purpose to help people realise their potential and we want you to be part of it. Underpinning our important work is our focus on culture. We recognise that how we do things is equally important as what we achieve. Our workplace is one where different perspective are encouraged, people feel a sense of belonging and draw on the expertise of their peers. Our people demonstrate the APS Values, which includes being open, thoughtful, curious and candid. We also value employee wellbeing and developing leadership through investment in capability.

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📌 Assistant Director (Contact Centre) (New South Wales)
🏢 Department of Employment and Workplace Relations (DEWR)
📍 New South Wales