Contact Centre Supervisor

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Justice and Community Safety

**Salary**: $106,534 - $128,897

Occupation: Community Services

Reference: VG/D01911JUNE

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?
- ** Manage the daily operation of the FAS contact centre, ensuring that the contact centre meets daily service targets and functional responsibilities.**:

- **Ongoing positions**:

- **VPS5: $106,534 - 128,897 + superannuation**

The Department of Justice and Community Safety are seeking Contact Centre Supervisor to join the new Victims of Crime Financial Assistance Scheme, to respond to complex enquiry & identify and act on priority and urgent matters.

**Meetings are held in person at Melbourne CBD location and on-line.**

**About the Business Unit**

This is an exciting opportunity to deliver a major new initiative for victims of crime. The FAS is a landmark reform that will replace the judicially based Victims of Crime Assistance Tribunal with an administrative scheme that prioritises the needs of victims and supports their recovery from violent crime.

The FAS is highly anticipated by victims and stakeholders and represents a major leap forward in the Victorian Government's response to victims of crime. Established under the _Victims of Crime (Financial Assistance Scheme) Act 2022_ the FAS will provide financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims' needs. It will acknowledge harm done and be trauma informed, with a priority focus on being inclusive and culturally safe.

Reporting to the FAS Senior Operations Manager you will be responsible for leading a team of contact centre officers.

**About the Role**

Duties will include:

- Manage the daily operation of the contact centre including allocation of resources, management of incoming work, communication with staff and stakeholders, handling escalations, completion of reports, auditing outputs and ensuring that contact centre meets daily service targets and functional responsibilities.
- Respond to complex enquiries, and act on urgent matters. Assist staff in providing information for more complicated issues.

To learn more about this role before applying, please read the attached position description.

**About you**

To be successful in this role, you will have:

- Specialist experience in leading or developing a call centre team in a complex service delivery environment.
- An advanced theoretical understanding of the victim support service system and/or criminal justice system.
- Authoritative understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault.

**Qualifications**
- A relevant tertiary qualification or equivalent experience in fields related to community and social services, social policy, social work, law, or public administration is essential.

**How to Apply**

**_ FOR INTERNAL VPS EMPLOYEES:_**

**IMPORTANT INFORMATION**:
**CHILD SAFE STATEMENT OF COMMITMENT**:
The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.

**Encouraging Diversity**

The Victorian Government is committed to ensuring that government boards and committees reflect the rich diversity of the Victorian community.

You do not have to disclose any personal information if you do not want to, but it can help us understand how we can support you through the recruitment process and beyond. We invite you to te