Classification: Senior Officer Grade C
Salary: $127,597 - $136,873 plus superannuation
Position No: 72057
Directorate: ACT Long Service Leave Authority
Advertised (Gazettal date): 28 July 2026
Contact Officer: Gabrielle Austin on [email protected] or (02) 6205 9948
Details: About us
ACT Leave is the Statutory Authority responsible for administering the ACT's portable long service leave schemes. We are a small, purpose-driven organisation with a big remit.
Our values of Responsive, Approachable, Reliable, Transparent and Informed are not just words on our website, they shape how we work with each other and with the clients and industries we serve.
ACT Leave is growing into its next chapter. That means the systems, standards and culture we build over the next couple of years are the ones we will run on for the next decade. If you want a seat at that table, this is the kind of opportunity you want to apply for.
About the role
Turn client service data into decisions that change the client experience. Lead a team who is an employer or worker’s first point of contact.
As Assistant Director, Client Services, you will lead the quality and consistency of every phone call, email and enquiry ACT Leave's Client Services Team handles. You will use data to make improvements and manage our key contact points. Reporting to the Director, Operations, this is a role with a real opportunity to transform how client service is delivered as ACT Leave grows.
You will:
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turn service, compliance and registration data into clear recommendations for the Executive Team, Chief Executive Officer and Board.
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drive team performance throughout cyclical work periods to achieve key performance indicators.
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provide leadership to the Client Services Team in the lead up to and commencement of the new industries entering the Services Industry Scheme on 1 January 2027.
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be the escalation point for the complex client enquiries or complaints the frontline team cannot resolve alone.
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lead reviews of client service processes, identify efficiencies and embed changes to support continuous improvement, and compliance.
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lead the promotion and delivery of the Annual Statement process, working closely with colleagues and stakeholders as required.
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supervise, coach and build the capability of the Client Services Team.
About you
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Solid frontline client service experience, ideally in a regulatory, statutory or government setting. You know what good service looks like and can deliver on it.
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You can look at a process, identify improvements, have the confidence and experience to successfully implement change.
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You are comfortable with data. You can find trends, risks and recommendations, beyond just looking at the numbers.
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You are confident resolving complex or escalated enquiries or complaints and being the person others come to when something is not straightforward.
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Experience leading or supervising a small team.
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Working knowledge of the Long Service Leave (Portable Schemes) Act 2009, or the confidence to get across it quickly.
Why join us
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See how your impact and influence immediately. Your advice and recommendations will help your team; manager and the Executive Team make decisions without the need to work through layers of sign-off.
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The chance to help build something. There's real opportunity to redesign and expand how ACT Leave's client service operates.
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Work with an Executive and Leadership team that will know your name and back your career goals.
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Flexible working arrangements are available
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Competitive ACT Government remuneration, leave and superannuation conditions.
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Investment in your development with training and career pathways tailored to your professional goals.
Eligibility/Other requirements:
Preferred
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Experience (typically 3 or more years) in a frontline client service or contact centre leadership role, ideally within a regulatory or government environment.
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Demonstrated experience using service, compliance or operational data to identify trends, risks and improvement opportunities and to inform evidence-based decisions.
Highly desirable
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Tertiary qualifications in business, communications, public administration or a related discipline, or equivalent relevant experience.
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Experience in a statutory authority, regulatory body or government agency.
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Working knowledge of the Long Service Leave (Portable Schemes) Act 2009 or equivalent scheme legislation.
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Experience using client management, case management or registration systems.
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Experience supervising or leading a small team including day-to-day performance management.
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Prior to commencing this role, a current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 is required. For further information on Working with Vulnerable People registration refer to - Apply for or renew a WWVP registration - Access Canberra
Notes: The position is available for permanent filling. The selection process will include an interview and a writing task. A merit pool will be created from this recruitment process to fill identical vacancies in the next 12 months.
How to Apply: Applicants must submit a current curriculum vitae including details of two referees and a two-page pitch addressing the requirements under “Our Ideal Candidate’ which can be found in the Position Description.
More information about ACT Leave can be found on our website www.actleave.act.gov.au.
Applications should be submitted .
Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.
The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal.
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