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.Occupational group Administration