The Role

Are you ready to lead with purpose?

This is your opportunity to step into a leadership role that has real impact. Our Customer Support Managers guide high-performing teams that protect privacy and contribute to public confidence.

Two roles are available:

As the Customer Support Manager - Redacting, you will:

• Lead, support and mentor a team responsible for reviewing and redacting personal and sensitive information in line with legislation and policy.
• Oversee daily operations, manage workloads and ensure redaction quality standards are met across all outputs.
• Foster a collaborative and responsible team culture where staff feel valued and empowered.

As the Customer Support Manager - Product, you will:

• Lead and support a small, skilled team delivering reform projects and initiatives focused on modernising information access processes.
• Design and deliver change that improves the efficiency, usability and compliance of electronic records processes.
• Collaborate with stakeholders to explore new opportunities and implement practical, user-friendly solutions.

About our Team

The Information Access Unit is part of the Defence Customer Service Network (CSN) that comprises call centre, email and face-to-face customer services, archives, travel, publishing and library functions. We provide high-quality customer service to serving Australian Defence Force, ex serving and Reserve members, the Australian Public Service, and the general public.

You will be working with your team to enhance the customer experience. You will be agile in your thinking, proactively engage with your peer network and stakeholders, while actively identifying opportunities to implement improvements to service delivery, meeting current needs whilst looking to the future.

Our Ideal Candidate

We are looking for confident and collaborative leaders who bring:

• Proven experience managing operational teams.
• Understanding of privacy legislation and administrative access principles.
• Excellent interpersonal and communication skills with the ability to influence and support others.
• A commitment to quality, accountability and continuous improvement.
• Experience leading staff through change or in high-volume, detail-intensive environments.
• High standards of professionalism and discretion.

In turn, we will:

• Provide a competitive salary that increases over time as part of the Defence Enterprise Collective Agreement and performance progression processes.
• Support your future by contributing 15.4% Superannuation, well above the national mandate of 11%.
• Provide flexible working policies including: work hours, work days, with a standard full time working week of 37.5 hours.
• Offer a diverse range of funded development opportunities that will help you grow professionally.
• Provide generous leave opportunities.
• Access to a number of Health, Wellbeing, Diversity and Inclusion networks.

Application Closing Date: Sunday 6 July 2025

For further information please review the job information pack, reference SEG/05029/25 on https://defencecareers.nga.net.au/?jati=E875B75C-CFB5-917D-A133-E3EF1B5FD097