Description:
About us
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.
About the role
The Information and Dispute Services Centre (IDSC) provides contact centre services across the Consumer Affairs, Liquor, Gaming and Dispute Resolution group's legislative remit, including information and advice related, but not limited, to:
- Renting and tenancy
- Residential Tenancy Bond Authority
- Australian Consumer Law
- Occupational licensing schemes administrated by Consumer Affairs Victoria (CAV)
- Responsible Service of Gaming Helpline.
To deliver these services, the IDSC receives, evaluates and responds to phone calls, emails, complaints and correspondence from consumers, renters, businesses and rental providers. The team responds by providing information and advice on the suite of legislation that CAV administers, and front-line compliance in our dispute services.
The team provides information and advice to consumer queries and complaints. As the frontline service for the Regulation, Legal and Integrity group, they identify and respond to issues in the marketplace, provide the initial response to consumers, capture and record information, deliver dispute resolution as well as escalate matters to other parts of the group to meet the goals of Regulation.
The Team Manager role is part of a team which includes other Team Managers and works closely with other managers to promote an operational understanding of the Team's success within the Whole of Victorian Government Contact Centre.
About you
To be considered for the role, you must be able to demonstrate:
- Leadership, coaching and people management experience in a contact centre environment is desirable;
- Sound knowledge of the legislation and policies administered by Consumer Affairs Victoria;
- Knowledge of dispute resolution and legislative enforcement activities (desirable);
- Ability to operate computerised information and contact centre systems.
Desirable requirements
- Qualifications or equivalent experience in a contact centre environment is desirable.
For specific responsibilities please review the attached position description.
This position is only open to applicants with relevant rights to work in Australia.
How to apply
Apply before the advertised closing date 11:59pm on Sunday, 3rd August 2025. All applications should include:
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)
Other relevant information
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.
Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.
DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.
ever it may differ from role to role.