Our Concessions and Interpreting Services team delivers a range of concession payments and rebates to eligible South Australians to support their cost of living and community participation. This team also runs the Interpreting and Translating Centre and the Aboriginal Language Interpreting Service to connect people in a range of government and non-government settings. 

We are seeking an experienced and capable Program Leader to deliver high-quality customer service outcomes, leading programs to support vulnerable South Australians.

About the Role
Reporting to the Program Manager, the role provides leadership, guidance to staff, customers and suppliers across program operations for complex services provided by ConcessionsSA. Complex concessions programs include Funerals AssistanceSA, GlassesSA, Personal Alert AssistanceSA, Medical Heating and Cooling and the Emergency Electricity Payment Scheme. The role also contributes to policy and procedure review, stakeholder engagement, reporting, and the management of complex enquiries, audits and investigations.

Key responsibilities In this role are as follows: you will lead a team delivering high-quality customer service and complex application management; manage escalated and sensitive enquiries in a timely and effective manner; support customers with sensitive matters including making funeral arrangements and assessing their financial eligibility for support; provide high-level advice to management and stakeholders; contribute to reporting, analysis, monitoring and continuous improvement activities; build and maintain productive relationships with internal and external stakeholders including the Public Trustee, Funeral Homes and Optometrists; provide leadership, coaching, support and training to staff; and review systems, processes, policies and procedures to improve service delivery and outcomes.

National Police Check required.
Some out of hours work may be required.
Some interstate and intrastate travel may be required.
Duration: Ongoing Opportunity