The Senior Customer Service Manager will ensure efficient and effective service delivery that is reflective of customer need and aligned to outcomes for the individual and the organisation. Field work is a regular requirement of this role and conditions in the field are changeable and can at times be volatile, requiring varying degrees of vigilance and management of risk. What you will be doing: Provision of leadership, guidance and support to the Manager and all staff through the effective coordination of a range of activities such as workload and workforce management and planning. Create a team culture which thrives on communication, collaboration, continuous improvement, positivity, safety, learning and capability building. Be an active and positive member of the local leadership team. Ensure staff are supported to achieve excellence in their performance at work through promoting and supporting a high-performance culture that maximises potential. Apply HR management policies and principles by coordinating and monitoring the delivery of service consistent with financial, HR and administrative delegations and responsibilities. Develop and apply a high level of awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander peoples to facilitate improved service delivery and customer outcomes and communicating effectively and sensitively with people from different cultural backgrounds. Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day-to-day operations. Applications to remain current for 12 months.