Who Are We?

Abbott Native Title Trustees (Abbotts), is a commercial business operating since 2001. Abbotts are based in Perth, Western Australia however we work with clients Australia wide.

We acknowledge Aboriginal and Torres Strait Islander peoples’ inherent right to culture, country and resources, and understand the need to listen, learn and work with them to improve their political, economic and social standing

The Role

This is a highly rewarding role for a people focused and accurate individual.

As a Client Services Team Leader, you will manage the day-to-day operations of the Client Service Team providing direction, support and feedback for all team members to facilitate delivery services ensure our clients receive quality outcomes. You will be open to new and diverse experiences and your ability to manage key relationships and implement change will be pivotal to your success.

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Working as part of our Client Services Team you will be providing guidance to the team of Client Services Officers and support to beneficiaries accessing funding programs from their Native Title Trusts. You will be meeting clients face to face and answering queries over the phone and by email, administering applications from initial requests through to assessment and processing.

Responsibilities

As the Client Services Team Leader your key accountabilities will include;

• Support the building of a healthy, effective and capable team
• Rostering
• Mentoring, supporting, and training team members
• Management and implementation of business procedures and processes
• Ensure infrastructure and systems (phones, Customer Relationship Manager, IT) are configured, maintained and operating
• Manage beneficiary details ensuring they are accurate and up to date
• Application management in system
• Document management in line with company policy
• Assess and process applications within policy and guideline framework
• Keep our clients informed by providing timely advice and information
• Proactively thinking about client needs and anticipating them
• Consider clients’ needs and take responsibility for exercising discretion as appropriate and within delegations
• Identifying issues and problem solving
• Building trust-based relationships
• Managing client complaints
• Maintain relationships with external parties

About You

You will:

• Interpret and work within policy guidelines and framework, willing to take responsibility and exercise discretion as required.
• Be resilient, compassionate and empathetic willing to take the time to understand, identify and work through issues with our clients to find positive outcomes.
• Learn about our values and how they apply to our Aboriginal clients.
• Be part of a team which interacts and meets with Aboriginal People both in our Perth Office and travels for short periods to meet our clients on their country.

Selection Criteria

The following forms the selection criteria for the Team Leader Client Services role, please direct your application to these key areas;

Essential Criteria:

• Experience as a team leader and in a customer-oriented role.
• Adaptable with the ability to work independently and take initiative to problem solve.
• High level interpersonal skills with the ability to establish and maintain positive and productive relationships with clients & suppliers.
• Ability to communicate effectively both in writing and verbally.
• High level of attention to detail.
• Efficient and accurate data entry skills.
• IT literate both in Microsoft Office and using operating systems to maintain records.
• Willingness to listen and learn from our clients.

Preferred Criteria:

• Knowledge of Charitable and Native Title Trusts.
• Knowledge of Aboriginal people and their culture.

Other requirements:

• A current Working with Children Check or the ability to obtain one is a requirement of this role.
• A Police Clearance is required for this role.

Aboriginal and Torres Strait Islander People are strongly encouraged to apply.

Please be aware periodic travel to regional WA may be required in this role.