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 WoVG CC's, Service Victoria section is committed to delivering exceptional service and assistance to the Victorian public. We are working to deliver a customer service system aroundwhat Victorians want and need, rather than what works for government. We know people wanteasier access to government transactions through multiple service channels, including online, offline and voice options while using the technology platforms they are most familiar with.
As a Team Manager, based in Ballarat, you will play a crucial role in optimising the efficiency and effectiveness of service delivery, while contributing to continuous improvement based on insights gained. You will do this while leading, motivating and supporting a team of Customer Experience Officers who will provide timely, accurate and professional responses to a diverse range of customer queries based on legislation and defined internal processes, supported by clear knowledge management articles.
Key accountabilities include
- Lead, manage and support a multi-skilled customer service team tasked with processing offline applications, responding to webforms and chats or answering inbound voice calls.
- Establish team goals and measures and evaluate the contribution of individual team members to Branch key performance indicators and performance targets.
- Lead and support a customer-first culture within the team and the organisation, building strong relationships within Service Victoria and key stakeholders to improve customer services.
- Provide essential reporting and insights derived from real customer experiences to enhance decision-making to the Contact Centre, Product teams and key stakeholders.
- Identify opportunities and provide insights to improve contact centre processes.
About you
To be considered for the role, you must be able to demonstrate:
- Leadership - manages teams effectively in complex situations, providing clear direction, advice and necessary support in day-to-day work and in developing and implementing new processes and procedures.
- People Management - effectively manages the work of others, outlining objectives and expectations, addressing performance and providing a supportive work environment where individuals feel challenged and have access to appropriate developmental opportunities.
- Conflict Management - uses conflict situations to probe for underlying issues while establishing mutual trust and respect and assisting others to look at alternatives and guiding them towards an effective solution both for the individual and the work area.
- Service Excellence - builds strong customer relationships based on superior service, plans and implements service improvement initiatives and effectively addresses service issues, and fosters a collaborative team spirit focused on service delivery.
- Problem Solving - uses specialist knowledge and expertise to address complex problems, gathering relevant information and generating and testing a range of solutions and outcomes.
- Sound knowledge of the products, policies and procedures administered by Service Victoria.
- 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 Thursday, 07 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.