Director, Priorities and Customer Service

**About the Department**

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

**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 VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable.

The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, 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 Chief Operating Officer, Victorian School Building Authority, the position of Director Priorities and Customer Service is responsible for leading the VSBA's customer service agenda by collaborating closely with Executive across the organisation, providing oversight of our customer channels and reporting on customer service activity.

The Director will lead a range of functions including customer service, coordination of correspondence, briefings, complaints and feedback, business planning, learning and development program.

The Director also has accountability and oversight of VSBA's governance framework, the VSBA's People and Culture Action Plan and coordinating whole of VSBA submissions for government.

The Director is expected to display exceptional judgement, excellent stakeholder relations and engagement skills and strong leadership to ensure they can bring people along with them. The role requires being able to manage tight timelines, be adaptable and able to analyse issues from a whole-of-Department and VSBA perspective.

The role requires a good understanding of whole of DE processes, including the briefings and correspondence system, business planning requirements and governance and oversight of committees.

The role requires working closely and collaboratively with a variety of internal and external stakeholders, including DE central office and regional leadership teams and key government departments.

The Director is required to provide authoritative specialist advice and service support to Ministers, the Secretary and CEO on the matters they are accountable for.

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.

This position will oversee a branch of approximately 42 people.

**Attributes**

The Director is expected to display exceptional judgement, excellent stakeholder relations and engagement skills and strong leadership to ensure they can bring people along with them. The role requires being able to manage tight timelines, be adaptable and able to analyse issues from a whole-of-Department and VSBA perspective.

**Desirable **Qualifications and Experience**
- Essential: Tertiary qualification in a relevant discipline
- Desirable : considerable/demonstrated experience similar role within government

**Further Information**

Applicants requiring adjustments can contact the nominated contact person.

**Applications close 11:59pm on Wednesday 4 December, 2024