Service Delivery Manager, Victorian Civil and

3 months ago

Melbourne, Australia Court Services Victoria Full time

Location: Melbourne | CBD

Job type: Full time

Organisation: Court Services Victoria

**Salary**: $105,479 - $127,621

Occupation: Customer Service/Call Centre

Reference: VG/VT0138A
- VPS5 - Melbourne CBD location
- Permanent Full Time position
- You enjoy and have experience working in complex customer centric organisations, with demonstrated experience in contact centres and customer facing environments

VCAT is seeking an experienced and passionate Manager who is adept at managing a large and busy team to ensure the smooth running of the Tribunal Service Delivery Group.

You must have experience in leading teams, with an aptitude for customer service, diplomacy and relationship building.

**About the role**

Reporting to the Manager, Community Access Services, the Service Delivery Manager leads the frontline service delivery staff in the provision of accessible services to the Victorian community. The role is supported by a leadership team and other specialist officers.

Effectively lead, develop and manage customer focused teams to build and maintain rapport, relationships and collaborative work processes. Extensive knowledge in customer driven processes and trends, driving cultural change, policies and new service initiatives is a requirement in this challenging role.

Implement customer service frameworks, responding to emerging systemic issues and dispute resolutions.

**About you**

Ideally you have extensive managerial experience in a customer centric environment, including high volume contact centres.

You are experienced in providing effective leadership to a busy operational team, and in providing insight and complex authoritative advice on complex issues to senior managers and stakeholders.

You enjoy driving cultural change, maintaining positive staff morale and commiting to the delivery of high quality customer services.

**How to apply**
- resume
- a short covering letter

**Other Information**:
Court Services Victoria (CSV) is the employer of staff at all Victorian courts and tribunals, the Judicial College of Victoria, and the Judicial Commission of Victoria. CSV offers a wide range of legal and non-legal career options as well as attractive employee benefits.

CSV is committed to building a diverse workforce, inclusive culture, providing a safe and respectful workplace and has zero tolerance for violence against women. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment.

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