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General Manager Customer Information

Department of Mines, Industry, Regulations and Safety

Location: Cannington

Job Type: Full time


6 Month fixed term contract with option for extension and/or permanency

Has your career experience been focussed on leading change that makes a positive difference to the community by delivering customer centric services?

Are you passionate about operationalising customer service strategy to enhance the staff and customer experience?

If so, we would like to hear from you. We are seeking a dedicated customer service professional who has significant experience leading by example to drive a customer service culture that uses data to identify continuous improvement opportunities to the staff and customer experience.

About us

At the Department of Mines, Industry Regulation and Safety (DMIRS), we pride ourselves on creating a supportive, inclusive and innovative environment that allows our people to contribute, develop and thrive to reach their full potential.

We offer a diverse range of extraordinary career opportunities across the Department, all focusing on supporting a safe, fair and responsible future for the Western Australian community, industry and resources sector.

To learn more about the Department and what we have to offer, please visit our website.

The position

The General Manager Customer Information leads the way in influencing and embedding an agency wide customer service culture by continuing the ongoing implementation of DMIRS Customer Service Delivery Model. This role has accountability for providing strategic leadership to the contact centre, and will contribute to the collaborative, strategic management and development of the directorate and group.

As a senior leadership position, the role provides advice about systems, technology, staff engagement and the customer experience to ensure the provision of a quality, customer focused, timely and efficient frontline service from the contact centre as part of DMIRS integrated Service Delivery Model.

The role will partner with internal and external customers, and customer representative bodies, to ensure appropriate service delivery and improvement needs and expectations are met.

The position requires high level stakeholder expertise representing the Group on various committees and working groups, both within and external to the department.

The successful applicant will be a proactive leader, experienced in strategic planning and engaging with key business partners to ensure future change impacts are identified early to allow for adequate planning and transition times for a seamless implementation.

Exceptional customer service skills and knowledge, communication, coaching and mentoring skills will be the key to the success of this role.

This position is located in Cannington. Enjoy onsite lifestyle facilities, including bike lockers, fully equipped change rooms, personal lockers and a cafe.

Need further info?

Click on the Job Description Form (JDF) below or contact Robyn Parker, Director Customer Information on 0466 933 535.

What are we looking for?

To be considered further, please submit a detailed CV and covering letter (of no more than 2 pages) addressing the following;

  • Demonstrated practical experience in the management of frontline customer services in multiple locations.
  • Demonstrated experience in identifying, developing and implementing innovative management strategies to meet business needs, including digital service delivery.

Ready to join our team?

Click ‘Apply for job’ below, complete the online application form and attach documentation as requested above in the “what are we looking for?” section.

For tips putting together your application, or details about the process, you can find more information in the Applicant Information Pack attached below. You can also contact Uma Maregouni Human Resources Officer on (08) 9222 3129 or email for information about employment conditions and the application process.

All requirements, capabilities and pre-employment checks listed on the attached JDF will be assessed as part of the selection process.

Other benefits

  • Great work/life balance through flexible working arrangements and leave options.
  • Opportunities for professional development.
  • An award-winning Health and Wellbeing program.
  • Salary packaging options.

Supporting a diverse workforce

The Department of Mines, Industry Regulation and Safety (DMIRS) is committed to creating and maintaining a diverse workforce that reflects the community we serve and inclusive culture where all employees feel valued, respected and connected. Our workforce's diversity is our strength; it enhances our ability to be forward-thinking and responsive in the services we deliver to the Western Australian community.

Suitable Aboriginal and Torres Strait Islander people, people with disability and youth may be given priority consideration over non diversity group applicants to achieve public sector outcomes. People with disability will be provided with reasonable adjustments in our recruitment processes and in the workplace.

To keep up to date on activities and opportunities within the department you can follow us Linked.

Whilst this selection process will initially be used to fill the above vacancy, it may also be used to fill other "similar" vacancies for appointment (permanent, fixed-term, full-time or part-time) throughout the department for the next twelve (12) months.

CLOSING DATE: 4.00 pm on Friday 30 September 2022 (WST)

Your application submission must be complete by the closing time; applications that are in progress or submitted after this time will not be accepted. It is your responsibility to ensure your application is submitted on time.

- Applicant information Pack
- Job Description Form

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