Rhys Galloway

Responsibilities of the role include:

• Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
• Managing escalated complaints and ensuring strict deadlines are met.
• Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
• Coordinating correspondence, briefing and reporting functions for the Complaints Team.
• Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

• work with others - building team spirit, listening and communicating proactively, and recognising the contribution of others.
• lead and supervise – delegating effectively, providing clear direction, motivating, and empowering others and setting appropriate standards of behaviour.
• follow instructions and procedures – keeping to schedules and deadlines, following set procedures and policies and complying with obligations and requirements of the role.
• cope with pressures and setbacks – remaining positive, calm, and working productively in a high-pressure environment.
• adhere to principles and values – always demonstrating integrity and upholding ethics and values.
• Set Performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
• Develop team members skills through targeted coaching to improve performance

The Team Leader is responsible for providing leadership and direction to the Customer Contact team members, including providing ongoing supervision, quality assurance, feedback, performance management, training and mentoring, and leading change and process improvement. The Team Leader works closely with other Team Leaders and take direction from the Assistant Directors regarding operational requirements of the Customer Contact Team and its functions.

• Working collaboratively with other Team Leaders to manage the broader team and build the capability of staff to undertake their roles efficiently.
• Providing management regular updates regarding workloads, workflows, attendance, and resources to inform performance measures
• Working constructively with key internal and external stakeholders to achieve outcomes for ICRG and the Commission.
• Building capability in your individual team environment through coaching, providing performance feedback, conflict resolution, and encouraging career development.
• Supporting staff to remain resilient when dealing with confronting information, highvolume and changeable workloads.
• Managing workloads considering agreed priorities to ensure quality and timely outputs and follow directions of senior management.
• Building and maintaining effective working relationships with internal stakeholders.
• Working under limited direction against established priorities.
• Contributing to decision making which may impact the work area.
• Identifying and responding appropriately to risk