NSW Government

Senior Contact Centre Manager

🔍 Charlestown, Sky Central Charlestown | Hunter

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Management and Support
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REQ588308 Requisition #
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2 days ago Post Date

Employment Type:  Exempt Full Time (Contract up to 9 months)
Position Classification: Health Manager Level 5
Remuneration: $166,678.00 per annum - $186,448.00 per annum plus 12% superannuation and leave loading
Hours Per Week: 38 
Location: Charlestown


The Opportunity 

HealthShare NSW are seeking a highly experienced Senior Contact Centre Manager with a demonstrable track record of building capability and influencing critical relationships that drive whole-of-system service excellence.

Out of change comes opportunity, and this opportunity is for a seasoned Contact Centre expert to lead and inspire an established team through a period of evolution and innovation in a constructive achievement-oriented culture. Leveraging data, technology and the deep technical expertise of your team, you will be driven by an appetite for, and the opportunity to continue the evolution of service delivery to the NSW Health System.

 
Why Work for HealthShare NSW? 

HealthShare NSW touches the lives of NSW Health employees and patients every single day by delivering services that keep our public hospitals and health facilities running. 

Watch Our HealthShare NSW story video to learn more about the work we do and the diverse range of roles we have on offer. 

We reward our employees with a terrific range of benefits, including: 

  • Flexible work arrangements: varied start/finish times, part time work and job sharing where applicable 
  • Hybrid working: enjoy a combination of working from home and the office 
  • Great leave conditions: enjoy one day off each month as an ADO, annual leave loading (a bonus extra payment of 17.5%) and 14 weeks’ paid parental leave for eligible employees 
  • Salary packaging and novated leasing: you can access up to $2782 extra per year in your pay 
  • Wellbeing programs: access a large array of wellbeing programs designed to support your physical, mental, and emotional health 
  • Commitment to career development: Expansive free online training, talent programs, study leave and internal development opportunities to accelerate your career 

Please note some benefits may only apply to certain employment types. 

Further information on our wide range of benefits is available here. 

 
Eligibility Requirements 

  • Meet essential requirements as outlined in the Position Description and ensure they are referenced in your resume or answers to targeted questions. 
  • Candidates must have Australian work rights (citizens, permanent residents, or valid work visa). Permanent roles are open to Australian citizens and permanent residents, while temporary and casual roles welcome applicants with a visa. 
  • This is a NSW Health Category B position.

 
How to Apply 

  • Click Apply Now at the top of the page 
  • Please review the role description and submit your up-to-date resume and a brief cover letter including a short statement in response to the three targeted questions (maximum 2 pages)
  • Any role related questions can be directed to the hiring manager at Darren.Sutton@health.nsw.gov.au 
  • Any career portal support questions can be directed to our customer service team at 1300 679 367. 

 
Targeted Questions

1. Please detail your understanding of the differences between public and private sector contact centres, and the unique opportunities each presents.

2. Provide a recent example of leading contact centres through a period of high change and disruption. Detail your role and the steps you took, what results you delivered and what learnings you gained.

3. What Contact Centre technologies have you recently used to deliver balanced results across the people/business/customer triumvirate? Detail the technologies used, how you applied them and what results were achieved?

 
We are Diverse and Inclusive 

We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, carers, and people with disability. If we can offer some support or make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team HSNSW-Diversity@health.nsw.gov.au and let us know. 

Further information on how we support Diversity & Inclusion at HealthShare NSW can be found here. 

 
Talent Pool 

An eligibility list from this recruitment may be created for future casual, permanent, or temporary full-time or part-time positions within the next 6 months. 

 
Applications Close: 11.59 PM, Sunday, 27 July 2025

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