Welfare Call Centre Team Leader

Join one of Victoria's leading not for profits and be a part of something big

Competitive Salary + Tax reducing salary package

Part time (30h a week) | 24 Month Maximum Term

Location: Box Hill (Hybrid Model)

About St Vincent de Paul Society

For more than 170 years we have been providing practical and compassionate support to people across Victoria whose daily struggles can include putting food on the table, paying essential utilities and ensuring their children remain at school to obtain an education.

Our organisation provides many services and programs, including soup vans, education programs, home visitation programs and VincentCare Victoria (VCV), which assist some of Victoria's most vulnerable communities, such as people experiencing homelessness, the housing crisis and family violence, and the elderly.

Little bit about the role

This unique opportunity as the Welfare Call Centre Team Leader, you will be responsible for the efficient and effective management of the Welfare Call Centre through the implementation of strategic objectives. The role will lead and mentor the team to ensure optimal performance is achieved in alignment with the organisation's overall vision and values. The Welfare Call Centre Team Leader will enhance existing relationships with key stakeholders within Membership and implement continuous improvement initiatives based on feedback received whilst maintaining a positive and supportive culture.

Key Responsibilities:

• Provide effective leadership and guidance to a team of call centre volunteers, ensuring high levels of motivation and engagement.
• Develop and enhance the capabilities of Call Centre Coordinators to ensure they implement the organisational initiatives and lead the volunteer group.
• Lead the team in implementation of new processes and enhance the effectiveness of the function.
• Conduct regular coaching sessions and performance reviews to enhance individual and team performance.
• Commit to continuous development and improvement of procedures and processes to enhance quality of Call Centre service ultimately meeting the expectations of our companions within conference guidelines.
• Drive the recruitment and retention of a skilled and motivated team of staff and volunteers. Regularly communicate with volunteers to build culture and create opportunities to connect them to the larger organisation.
• Analyse and report on call centre data to better understand social and economic situation of our clients.

Key selection criteria:

• 3–5 years of demonstrated experience leading and mentoring teams of staff and volunteers, fostering a culture of empathy, patience, and respect.
• Strong conflict resolution and communication skills, with the ability to remain calm under pressure and manage issues with fairness and integrity.
• Proven ability to de-escalate challenging situations with compassion and professionalism.
• Skilled in providing debriefing and emotional support following difficult or sensitive interactions.
• Highly developed interpersonal and written communication skills.
• Demonstrated ability to develop and maintain positive and productive relationships with staff, volunteers, senior management, and key stakeholders.
• Experienced in developing and delivering training programs for volunteers, ensuring they are confident, informed and equipped to provide quality service.
• Demonstrated experience in call centre operations and systems, preferably using Microsoft Office 365, with a focus on process improvement and service efficiency.
• Knowledge of non-profit organizations and fundraising processes is desirable.
• Qualifications in Leadership, Customer Service, or Community Services, or equivalent experience.

Why work for us? We offer

• Exposure to a diverse range of P&C functions and matters that will develop your knowledge and skills.
• A friendly, collaborative and supportive team environment that fosters growth and development.
• Salary packaging, sometimes called salary sacrificing is a huge attraction here It is a popular way of providing employees in the community sector with tax benefits over and above their salary. It means the real value of a salary package can be significantly higher than the nominal value.
• We make an incredible difference in the lives of over 300,000 people every year.
• We offer a place where you know you are contributing to a organisation committed to helping others. We are passionate about #SocialJustice.
• Hybrid working model.

Where good happens #Goodworks

If this opportunity sounds perfect to you and you meet our essential requirements, we can't wait to hear from you Please send us your updated CV and a cover letter that tells us a little more about you and your suitability for the role.

Applications close: 21st November 2025 at 12.00 am.

Please note: Candidates will be reviewed and progressed as applications are received, rather than after the advertised closing date. SVDP reserves the right to close the advertisement at any time. We encourage you to submit your application as soon as possible to ensure due consideration is given to your suitability.

Candidates must submit a cover letter addressing the key selection criteria to be considered.

Prior to any commencement to employment, pre-employment checks must be completed. This will include reference checking, a national criminal history and right to work check and a working with children check.

St Vincent de Paul Society Victoria is proactive in supporting child safety; we value diversity and aim to build an inclusive environment that champions, embraces and respects differences; we encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientations, and gender identities and expressions.

No agencies please.