Looking for a job

Tim Sterrett

@timsterrett

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Team Leader at Assurance Review and Complaints, coordinating staff and monitoring KPIs across customer operations.

Australia

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What I'm looking for

I'm looking for remote opportunities with new challenges and greater flexibility, particularly in customer operations, administration, team coordination, and service delivery. I value autonomy, adaptability, and clear communication, and want to keep developing my professional capabilities.

At Assurance Review and Complaints, I support leadership and operations with workflow triaging, KPI adherence, and administrative insight for reporting and oversight complaints. I also facilitate training and maintain stakeholder relationships.

As Team Leader at Assurance Review and Complaints (Housing ACT), I coordinate team operations, monitor staff KPIs, and take escalated enquiries. My earlier roles at Housing ACT and Access Canberra included managing housing matters, handling complaints, and supporting customers with sensitive information.

Experience

Work history, roles, and key accomplishments

Current

A/g Assistant Director

Current

Assurance Review and Complaints

Jul 2025 - Present (1 year 3 months)

Provided high-level administrative and operational insight to senior staff, supported leadership and operations management, and chaired recruitments up to Senior Officer Grade C.

Workflow Triage KPI Adherence (AHT ACT ACW)Stakeholder Management Recruitment Training Facilitation Difficult Conversations

Current

Team Leader

Current

Assurance Review and Complaints (Housing ACT)

Jul 2024 - Present (2 years 3 months)

Managed a large team, organized breaks and shift swaps, monitored staff KPIs, and handled escalated enquiries while ensuring privacy and records management compliance.

Team Management KPI Monitoring Stakeholder Management Escalation Handling Privacy Compliance Records Management

Housing Manager

Housing ACT

May 2023 - Jul 2024 (1 year 2 months)

Conducted property inspections for social housing tenants, performed regulatory functions including drafting legal notices, and engaged with vulnerable clients.

Property Inspections Legal Notices Stakeholder Liaison Investigative Document Management

CSO Level 3

Access Canberra

Jan 2018 - Aug 2022 (4 years 7 months)

Relayed important and sensitive information to customers, complied with ACT government rules, and managed KPIs both in a team and autonomously.

Customer Service KPI Management Information Processing Listening Questionings Privacy Compliance

ASO Level 4 Case Manager

Complaints Management Team

Sep 2020 - Aug 2021 (11 months)

Interfaced with the public regarding Australian Consumer Law and Access Canberra responsibilities, monitored workload, and conducted investigative actions.

Case Management Australian Law Stakeholder Liaison Investigative Document Management

ASO Level 4

Road User Services – Business Support and Training

Oct 2019 - Jan 2020 (3 months)

Provided road transport policy and legislative knowledge to staff, conducted training for new registration database users, and corrected staff errors.

Policy Knowledge Training Data Entry Administrative Support Error Correction

Assistant Team Leader / Team Leader

Access Canberra

Jul 2019 - Oct 2019 (3 months)

Managed a large team, assisted with queries, monitored staff KPIs, and handled escalated enquiries while ensuring compliance with privacy legislation.

Team Management KPI Monitoring Stakeholder Management Escalation Handling Privacy Compliance