Summary
Work History
Education
Skills
References
Timeline
Generic

Timothy Temple

Berkeley,NSW

Summary

Organised Team Leader with capability of building positive rapport, inspiring trust, and guiding teams to achieve organisational goals. A strong facilitator skilled in cross-departmental collaboration with co-management and top-level leadership. Exceptional mentor, experienced in directing workgroup activities. Proficient in developing strategies, providing training, setting goals, and obtaining team feedback. Possesses excellent interpersonal and communication skills. A thinker with a focus on effectively communicating goals and vision for success. An adept problem solver, networker, and consensus builder.

Work History

Team Leader

  • Support my leadership team to manage the day-to-day operations of service officers, including supporting staff and their health and wellbeing, approving leave, monitoring attendance, workload, and performance, and allocating work
  • In collaboration with my leadership team, identify and address staff learning and development needs, which may include coaching and training
  • Drive the promotion of Services Australia's (the agency's) self-managed and digital services
  • Monitor and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to support overall performance
  • Check the work of service officers to monitor accuracy, quality of work and decision making against established performance standards
  • Support staff to resolve customer feedback and complaints and investigate and resolve escalated issues and incidences
  • Encourage innovation and support service officers through changes in business and process improvement
  • Exercise appropriate delegations in accordance with legislation and guidelines.

Service Centre Manager

  • Collaborated in difficult/successful conversations surrounding flex accrual, part time contracts, planned working time and rostered days
  • Established and maintained relationships with internal and external stakeholders
  • Educated and mentored multiple staff providing feedback and tools for their career progression
  • Maintained and re-introduced working groups within the site to ensure census, digital, social club were planning and creating ways to share and encourage staff to be engaged
  • Supporting team through managing performance, attendance and wellbeing through coaching and mentoring leading to better customer experience and higher performance
  • Celebrated and encouraged achievements while leading by example in embracing change and fostering a growth mindset, empowering the team to achieve both individual and team goals.

Program Support Manager

  • Initiate and maintain effective relationships with internal and external stakeholders to implement and deliver program services, build service delivery capability, and promote the agency services
  • Provide specialist advice and interpretation on processes, standards and principles relevant to business operations and support the implementation of operational, policy, procedural and customer service initiatives
  • Provide operational support and expertise in response to system incidents, escalations and/or emergency situations
  • Provide operational intelligence and identify opportunities for business and process improvements, support change and develop innovative solutions to unique situations
  • Manage risk and make balanced decisions using professional judgement, while maintaining an understanding of the agency strategic environment
  • Draft a range of written material and communications products, including draft reports, corporate documentation, briefing papers and Ministerial correspondence for review by senior employees
  • Lead, support and develop staff through coaching and mentoring, management of performance, attendance and health and well-being
  • Actively represent the branch in forums demonstrating a detailed understanding of our products, the needs of our stakeholders and Services Australia's strategic environment.

Site Scheduler

  • Prepare and coordinate schedules and rosters to support business and operational requirements
  • Increase Services Australia's (the agency's) capacity to manage call demand by building, maintaining, and monitoring schedules in line with forecasting reports and workforce management principles
  • Negotiate scheduling arrangements that balance national customer service expectations with local staff needs and training requirements
  • Manage changes to schedules and coordinate updates
  • Undertake research and analysis, identify trends and report findings to the local leadership team
  • Build and maintain relationships with stakeholders to share information, resolve issues and improve business performance
  • Work collaboratively with the local leadership team to develop strategies to improve schedule management and adherence.

Service Officer

  • Provide exceptional customer service support at initial point of contact to determine and facilitate payments to customers, and payments made by customers
  • Support customers by directing them to appropriate service channels, completing first contact enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership team
  • Help customers build their digital capability across a range of platforms, payments, programs, and services
  • Improving customers' ability to navigate and self-manage their payments and services
  • Help customers understand legislation, policy, procedures, payments and services administered by the agency
  • Undertake or participate in assessments and quality assurance activities to ensure payments are accurately delivered to customers
  • Undertake data extraction and validation activities
  • Provide on the job support and training to colleagues.

Education

No Degree - Certificate 3 in Aged Care

OTEN
09.2018

No Degree - Year 12

Lake Illawarra HIgh School
Lake Illawarra, NSW
12.2008

Skills

  • Mentoring
  • Shift Scheduling
  • Coaching
  • Team Supervision
  • Leading Team Meetings
  • Overtime Management
  • Problem-Solving
  • Staff Training
  • Coaching and Mentoring
  • Performance Improvement
  • Team Motivation
  • Problem Solving
  • Active Listening

References

  • Jen Bush, Services Australia, 0434 830 998
  • Emma Mather, Services Australia, 0408 831 226

Timeline

Team Leader

Service Centre Manager

Program Support Manager

Site Scheduler

Service Officer

No Degree - Certificate 3 in Aged Care

OTEN

No Degree - Year 12

Lake Illawarra HIgh School

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Timothy Temple