Effective Customer Relationship Management Lead

Job Summary:

The Customer Support Call Centre Operations Support Stream Lead is responsible for leading a team to maintain relationships with suppliers and interact with key clients while monitoring the quality of staff inputs.

About the Role:

• To assist in reporting to the Manager Customer Support Call Centre Operations, you will be accountable for undertaking interactions with key clients and monitor the quality of staff inputs applied to services from across CCSB meet service requirements agreed with customers via the DFFH-DH Service Agreement and/or specific projects.
• You will ensure all documentation, including SOPs, training materials and advice to customers in relation to the service are regularly updated according to their own monitoring and reporting of service levels, staff and customer feedback.
• This role requires tangible support in the Manager Customer Support Call Centre Operations, providing advice on changes to policies, strategies, processes, frameworks and potential investments relating to it.
• Capacity to operate in an environment of change and ability to drive and implement initiatives and efficiencies that will improve delivery of services across the department and positively impact customer service expectation of the department's employees.
• The work is fast-paced and would suit an individual who can lead a team in achieving results while responding to a rapidly changing environment.

About Us:

We want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

How You'll Make a Difference:

• Actively contribute exceptional expertise in performing operational support functions, leveraging technical skills to ensure efficient execution of tasks to meet demands of administrative and project support functions.
• Identify and allocate resources, tasks, and responsibilities to meet stream requirements, ensuring efficient operations in the customer call centre.
• Conduct quality assurance activities to monitor and maintain accuracy and quality of work delivered by the team.
• Drive process improvement initiatives, developing and implementing Standard Operating Procedures (SOPs), to enhance efficiency, streamline operations, and optimise team performance.
• Identify training needs, develop improvement plans to bridge skill gaps within the team, supporting ongoing professional growth and development.
• Build and maintain positive relationships with peers and other teams to facilitate partnership approach, foster collaboration, and support overall goals of the organisation.
• Foster a positive and collaborative culture within the team, promoting engagement, effective communication, and a supportive work environment.

Suitable Applicants:

To learn more please click 'Apply' to view the Position Description on the Careers.vic website.

What We Offer:

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to Apply:

Applications should include a resume and a cover letter. Click the 'Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well-equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing lives of all Victorians.

Preferred applicants may be required to complete a police check and other pre-employment checks including proof of 3 vaccinations (including booster) against COVID-19. Information provided will be treated in strictest confidence, in line with our Privacy Policy.