Lead Contact Centre Officer, Melbourne

• Utilise your Lead Contact Centre expertise to provide support and advice to the Financial Assistance Scheme
• Fixed - 30/6/2026, Full-Time Opportunity to work with a high-performing and passionate team in the Victorian Public Service
• VPS Grade 4: $97,955 - $111,142 plus superannuation.

The Department of Justice and Community Safety (the department) is seeking a Lead Contact Centre Officer to provide a critical role within Victims of Crime Financial Assist Scheme

About the Business Unit

The FAS represents a major leap forward in government's response to victims of crime. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022, the FAS provides financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims' needs. The FAS aims to acknowledge harm done and be trauma informed, inclusive and culturally safe.

About the Role

Reporting to the FAS Contact Centre Supervisor you will be responsible for leading a team of contact centre officers, responding to escalated FAS enquiries, and supporting the Contact Centre Supervisor where required. You will communicate with victims and provide responses and referrals in a confidential and sensitive manner. You will provide coaching and support to Contact Centre Officers to improve and maintain service quality.

Some of your duties will include:

• Provide leadership, direction, and coaching to the FAS contact centre team to achieve high-quality and timely service delivery.
• Oversee daily operations of the FAS contact centre, ensuring efficient workflows, monitoring demand and managing rostering, breaks and debriefs.
• Provide information and authoritative advice on the FAS. Respond to escalated or complex calls and written enquiries from victims and service providers.

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:

Technical Expertise

• Experience in supervising contact centre teams, including managing operations and building a positive and supportive work culture.
• Experience in the delivery of victim support services or similar services working with people affected by trauma.
• Understanding of the nature and dynamics of family violence and sexual assault.
• Experience using contact centre systems and case management systems.

Qualifications

A relevant qualification and/or experience in community services, social work, criminology, psychology, victim services and/or family violence is desirable.

Applications close 4th June 11:59pm

How to Apply

Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

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.