Team Leader Dispute Resolution

**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 Dispute Settlement Centre of Victoria provides a range of alternative dispute resolution services to the Victorian community.

The service assists Victorians to resolve their disputes through Dispute Assessment Officers providing information, engaging with both parties via the telephone to negotiate agreements or through the delivery of formal mediation services.

The Dispute Resolution Team Leader role is part of the leadership team and works closely with DSCV managers to promote an operational understanding of performance and success. The role will be responsible for providing leadership and direction to Dispute Assessment Officers after initial enquiries have become dispute resolution cases.

**Key accountabilities**
- Ensure Dispute Assessment Officers provide a high quality, efficient, accessible and consistent dispute resolution service, with a focus on promoting early resolution.
- Monitor the delivery of team goals and measures and evaluate the contribution of individual team members to performance targets.
- Provide onsite leadership to Dispute Assessment Officers based in the Melbourne office.
- Identify staff development needs and training initiatives in accordance with organisational requirements and quality assurance frameworks.

**About you**

To be considered for the role, you must be able to demonstrate:

- **Managing People**:Communicates role expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.
- **Develop Capability**:Actively seeks to improve others' skills and talents by providing knowledge, constructive feedback, coaching and learning opportunities; consistently develops team capability; Recognise and develop potential in others.
- **Flexibility and Adaptability**:Accept changed priorities without undue discomfort. Responds quickly to changes. Comfortable working in collaboration with teams outside of own organisation.
- **Interpersonal Skills**:Demonstrates ability to create and confirm a shared understanding when working with others; understand motivations, needs and wants of stakeholders and their impact on service delivery; tailor communications according to audience and/or audience preference.
- **Innovation and Continuous Improvement**:Seeks opportunities for continuous improvement and ways to innovate; offers suggestions and ideas, encourages others to do the same; leverage on existing continuous improvement systems and procedures to improve outcomes, quality and efficiency of work; creates space for learning and innovation by seeking for input and feedback from others.
- **Critical Thinking and Problem Solving**:Resolves issues through deep understanding or interpretation of existing guidelines. Where guidelines are not available, analyses ideas available and takes action independently, or in consultation with others to resolve problems. If required, determine additional information needed to make informed decisions. Applies critical thinking and problem-solving concepts in the right context.

**Technical expertise**
- Demonstrated client service experience in an Alternative Dispute Resolution (ADR) environment.

**Mandatory requirements**
- Hold an accreditation under the National Mediator Accreditation System (NMAS).
- 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**
- 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.

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.