Cxo-Team Leader

Who we are
Service Victoria is an Administrative Office within the Department of Premier & Cabinet charged with simplifying, improving and modernising essential government transactions and delivering customer service. We are working hard to deliver a customer service system around what Victorians want and need, rather than what works for government. We know people want easier access to government transactions, including online options.
Customer feedback about our service has been overwhelmingly positive with satisfaction rated at around 96 percent.
We are a customer-centric organisation with functional expertise in customer experience, product development, public policy, agile delivery, information technology, service management and corporate governance.
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 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.
The opportunity.
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 from customer experience officers.

**About the role**:
Working within our Digital Customer Support team, you will ensure a top class support experience for our customers and Victorian agency stakeholders by operating and continuously improving our critical first (1st) line support capabilities. You will be responsible for working with the Operational Team Lead, ensuring our Customer Experience Officer (CxO) team have the required skills and knowledge to perform their role and provide high quality responses to our customers to ensure their experience is a positive one.

**Key responsibilities**:
**The key responsibilities of the Team Leader include**:

- Review day to day online chats and webcases for adherence to agreed Service Levels
- Rostering of team members to cover the shifts
- Work with cross functional agencies and SDMs for process improvement and major escalations
- Identify opportunities and provides solutions for process improvement with the team
- Perform monthly one on ones with relevant team members for coaching and guidance
- Works collaboratively with the Training Manager on quality checks
- Provide feedback on any new transactions that may impact the CxOs
- Understands Service Victorias products and services to provide expert advice to the team
- Help create a safe and harmonious working environment for the team members
- Continually review the team on areas for creating efficiency and increasing customer satisfaction
- Creates salesforce reports on teams productivity
- Must be able to handle multiple tasks at the same time without errors and mistakes
- Demonstrated experience leading multi faceted teams in a contact centre environment
- Proactive problem solver, with a genuine passion for providing high quality customer support
- Seasoned experience in handling complaints and managing escalations
- Reliable and consistent performer who is able to negotiate areas of resistance
- Strong communication with a high level of attention to detail
- Flexible, proactive and outcome oriented with strong interpersonal and stakeholder management

Key Selection Criteria
- Can do attitude and a commitment to go the extra mile
- Embraces and lives the VPS values

Desired qualifications / practical experience
- Ability to lead and direct team members
- Strong ability to effectively handle stress, pressures and challenges.
- Proven ability to work in a dynamic and fast paced environment
- Previous experience in a customer support related role supporting multiple communication channels, including live chat and phone support
- Previous experience using the Microsoft Office 365 suite

What we can offer
You will have the rare opportunity to shape and influence the state's future by joining a vibrant new organisation that is changing the face of government. You will be working within a growing team of enthusiastic professionals with highly skilled leaders in an environment that will support your growth and development. Service Victoria is a diverse and inclusive workplace and is committed to providing flexible working arrangements