Assistant Manager/ Manager (Contact Centre - Case Management)

[What the role is]

You will support the management and resolution of customer cases for NEA, ensuring that cases are handled accurately, consistently and in accordance with organisational policies, service standards, and Whole-of-Government (WoG) approaches.
You will play a key role in managing complex, escalated, or sensitive cases, working closely with internal divisions and external agencies to deliver timely and coordinated outcomes. Operating in a dynamic environment, you will need to adapt to evolving priorities and diverse case demands while maintaining service quality. This position provides opportunity to manage meaningful cases that directly impact public service delivery.

[What you will be working on]

• Handle and support the resolution of complex, escalated or sensitive customer cases, ensuring outcomes are accurate, consistent, and policy-aligned, including triaging and accurately identifying the nature and ownership of cases