Customer Experience Manager

Who we are
Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.
The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior leadership team and the corporate areas (finance, procurement, budget) are close-knit and collaborative, an integral part of the organisation.We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration. We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. We use a range of market-leading technology, such as AWS, Salesforce, Node.js, React, MuleSoft, Sitecore (.NET), HTML/CSS/JavaScript, and Java. From a Salesforce point of view, we use areas such as Service Cloud, Experience Cloud, OmniStudio and Public Sector Solution.

About the role
As Service Victoria grows, and moves into its operational phase, we will continue to progressively add new transactions and new functionality to existing capabilities, including digital licences, digital proof of identity, online accounts and payments with a particular focus on our mobile app.
Service Victoria is now focused on building the future organisation and the appropriate IT organisation structure and capability that will allow the implemented solutions to be maintained, supported and expanded upon on an on-going basis. You will also have a chance to work on continuously improving our service offering by bringing in structured improvements based on data analytics and insights.
Are you ready to lead and drive exceptional customer experiences at Service Victoria? We are seeking a dynamic and experienced individual to step into the role of Manager of Customer Experience. As a crucial member of the Contact Centre leadership team, you will play a pivotal role in overseeing a proficient team dedicated to resolving customer enquiries related to Service Victoria's products and services. Your leadership will shape a customer-first culture, emphasising accountability, continuous improvement, and unparalleled service delivery. Beyond team leadership, your influence will extend to stakeholder management, complex issue resolution, process enhancement, and crucial support to the Director. If you thrive in a high-volume, fast-paced work environment and are passionate about enriching customer interactions while fostering a culture of growth and excellence, we invite you to explore this exciting opportunity. Join us to lead impactful initiatives, drive improvement, and contribute to the ongoing success of Service Victoria's commitment to excellence in service delivery. Your leadership and expertise will help shape a culture of continuous growth and superior customer experience for all Victorians.

Key Accountabilities

**Leadership**:

- Lead a proficient team responsible for managing customer enquiries received through online, chat and voice channels
- Lead and support a customer-first culture within the team and the organisation.
- Improve efficiency, effectiveness, and productivity within the team and related processes.
- Coach and support team members to enhance their performance and capabilities.

**Stakeholder Management**:

- Establish effective relationships with executives, internal and external stakeholders to manage program and project delivery, including consultation, negotiations, and project presentations.

**Complex Issue Management**:

- Utilise extensive experience in effectively managing complex issues.
- Collaborate extensively with key stakeholders to address complex issues and challenges.
- Make informed decisions within a high-volume, fast-paced work environment.

**Process Improvement**:

- Ensure risks are identified, documented, and mitigated in relevant processes and operations.
- Actively seek to understand and implement strategies for continuous improvement across relevant aspects of the role and operations.

**Support to Director**:

- Work closely to support the Director on priorities as required.

Key Selection Criteria
People Leadership
- Resource Mobilisation: Monitors resources utilisation within guidelines; where required, acquire additional resources within defined parameters, take corrective actions when resource utilisation practices deviate from guidelines established.
- Knowledge Management and Business Continuity: Knowledge management and business continuity is integrated into risk management planning for all projects.

Personal Attributes
- Values driven: Demonstrated ability to work in accordance with the Department's core values of integrity, accountability and respect; displays these values even when operating in high pressure environments.
- Outcomes Thinking: Establishes mechanisms to monitor