Service Leader, Victorian Civil and Administrative

7 months ago

Melbourne, Australia Victorian Civil and Administrative Tribunal Full time

Location: Melbourne | CBD

Job type: Full time

Organisation: Victorian Civil and Administrative Tribunal

**Salary**: $91,418 - $103,725

Occupation: Customer Service/Call Centre

Reference: VG/VT0095A
- Flexible work location - Work from home and from our CBD office (as required)
- No two days are the same - work with a variety of different internal and external stakeholders to deliver exceptional customer service to the Victorian community
- Help shape VCAT's Service Delivery Group as we transformation to a digital first organization

**About the role**
- Lead a team of Service Officers and Team Leaders, who provide procedural and process information to VCAT users.
- Coach and develop staff in a constantly evolving, high volume Contact Centre environment.
- Create, design and improve processes that help Victorian's access information about VCAT's role and processes.

The Service Leader role is designed to provide management and leadership to the Residential Tenancies and Civil service teams in the contact centre at 55 King Street. This role is responsible for coaching, mentoring and development of Team Leaders and Service Officers.

The Service Leader will be supported by 2 Team Leaders who work across various divisions. They will work jointly with our leadership group to actively seek out opportunities that improve our services and develop our staff.

The role operates in both ‘front of house' service delivery and ‘back of house' administrative services. We look forward to hearing from people who can demonstrate their skills and experience particularly set against the specialist and technical expertise highlighted in the position description, and from people who have experience transitioning from paper based to digital first environments. This is a demanding role in a unique service delivery environment.

**About you**
- Experience leading, coaching and developing multiple teams in a Contact Centre environment.
- Exceptional stakeholder management, negotiation and conflict resolution skills.
- Experience in leading front-line staff through change.

**How to apply**
- resume
- a short cover 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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