Manager, Customer Service

About the Department
The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.
About the Victorian School Building Authority
The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s.
The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.
With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.
About the Division
The Corporate Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide the VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable.The division also coordinates communication with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, distribute our e-newsletters and organise ministerial and other events for our projects. The Division also leads the organisational customer service reform and uplift program.
About the Role
Reporting to the Director, Priorities and Customer Service, the Customer Service and Quality Assurance Manager is responsible for leading the customer service and quality assurance functions for the VSBA across a significant school and early childhood infrastructure program. Through effective stakeholder management and relationship building, the incumbent will lead and develop a diverse team, to enable the delivery of exceptional services across the customer service uplift and quality assurance program. This is a fast-paced and high-volume work program, which requires exceptional standards of responsiveness and attention to detail.
**Key responsibilities include**:

- Leading a high-performing team to manage a high volume of enquiries from key stakeholders, including the community
- Managing a high volume of requests and employing exceptional standards of responsiveness and attention to detail
- Providing authoritative and best-practice advice on customer service and quality assurance to senior executives
- Lead the development of the customer service strategy
- Lead the development and introduction of training modules, a customer service charter, handbooks, processes and systems related to the customer service strategy
- Influence effective program design and delivery by leading the research and identification of specific issues, needs and interests of key stakeholders through timely and relevant consultation mechanisms
- Making sure the systems and processes are in place to ensure that all content and submissions are of a high quality
- Excellent stakeholder management skills and the ability to build strong relationships across the VSBA, DE and the Minister's Office.

The role includes a high degree of stakeholder engagement with the VSBA Executive Team, Business Unit Managers, Divisions and across the Department.
All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.
Attributes
Desirable Qualifications and Experience
**Desirable**: Bachelor degree in a related field and demonstrated experience in a similar role in Government
Further Information
Applicants requiring adjustments can contact the nominated contact person.
Applications close 11:59pm 24 September 2024.