Team Manager Customer Contact Centre

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow- focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

Salary:
$100,098 - $120,000 plus Super

Tenure:
Permanent ongoing position

Location:
Melbourne CBD

About the Opportunity

Are you ready to lead a dynamic team of 15-20 front line staff and shape the future of customer service at VicRoads. We are seeking an enthusiastic and experienced Team Manager for the Customer Contact Centre (CCC) who is passionate about fostering a culture of excellence and innovation.

Key Responsibilities:

• Cultivating Excellence:
  Drive a high-performance culture that not only attracts but also retains top talent through dedicated coaching and development programs for your team.
• Collaborative Leadership:
  Work closely with the Manager and other leaders to enhance the VCC's operational performance and successfully meet our Key Performance Indicators (KPIs).
• Compliance and Governance:
  Ensure adherence to compliance, regulatory, and legal obligations while managing attendance, safety, and business continuity effectively.
• Digital Transformation:
  Lead initiatives that empower employees to assist customers in engaging with VicRoads online, ensuring they have the necessary tools and support to thrive.
• Supportive Environment:
  Create a motivating workplace culture where all employees feel valued and engaged in their work.
• Integrity and Trust:
  Uphold our values by managing privacy, data security, and fostering ethical behaviour within the team.

Key Capabilities:

• Proven leadership experience in a high-volume operational environment, with a track record of successfully managing people and performance.
• Strong strategic thinker who can translate vision into actionable operational plans and utilize data to inform decision-making within a digital landscape.
• Exceptional problem-solving skills and the ability to manage complexity and change effectively.
• A passion for employee development, ensuring that all team members receive the coaching and support they need to excel.

Behavioural Competencies:

• Customer Focus:
  Prioritise the customer experience by implementing digital tools and maintaining high service standards.
• Team Motivation:
  Foster a collaborative atmosphere that encourages communication, feedback, and professional growth.
• Results-Oriented:
  Identify and implement process improvements to boost productivity and enhance business performance.
• Transparency:
  Maintain open communication and build strong, trust-driven relationships with stakeholders and the community.

Our Culture:

Innovation powers progress, but it doesn't come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we're proud our workforce reflects the community we work for.

What we offer:

• Competitive salary and benefits, including opportunities to earn a bonus
• Salary packaging, Fitness Passport & discounts to hundreds of retailers
• Opportunities for professional and personal development
• Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave.

How to Apply:

We encourage applications from people of all genders, backgrounds and communities.

If you need any adjustments to our recruitment process or the role itself, please let us know when applying.

Please submit your application via the "Apply" button.

Applications should include a resume and a brief covering letter.

Applications close 11.59pm on Monday 10 November 2025.

For a copy of the Position Description please email
Unfortunately, applications cannot be accepted via this email.

Please note:
VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.
Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.