Service Delivery Team Leader

The position provides efficient, effective, front-facing fair trading services in a busy regional office.

• Supervise, support, and assist officers providing Office of Fair Trading (OFT) services to clients via telephone, counter, mail and electronically.
• Organise staffing levels to meet service level objectives.
• Assess, log, allocate and review enquiries and consumer complaints.
• Conciliate complaints between consumers and traders.
• Undertake low level investigations into possible breaches of legislation administered by the OFT and carry out proactive compliance inspections of less complex trading environments.
• Undertake low level enforcement action in accordance with relevant OFT legislation, regulations, policies and procedures.
• Assist with and oversee the research, development and delivery of the OFT’s industry and community education and engagement activities including presentations.
• Undertake searches of departmental databases and issue official certificates and permits.
• Manage monies in accordance with relevant government legislation and associated policies and procedures.
• Prepare correspondence, reports, briefs and memoranda.
• Develop and maintain a sound knowledge of OFT legislation, regulations, policies and procedures.

Applications to remain current for 12 months.

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