Client Services Team Lead, On-Demand Work Support

2 weeks ago

Melbourne, Victoria, Australia Department Of Premier & Cabinet Full time

An excellent opportunity exists for an experienced and customer-focused leader to join the Private Sector Industrial Relations branch and support the implementation of the Victorian Government's response to the Inquiry into the Victorian On-Demand Workforce as the Client Services Team Lead.
The Private Sector Industrial Relations branch provides expert advice and assistance to Government on private sector industrial relations matters. The branch supports government participation in the development and maintenance of the national industrial relations system and leads responses and submissions to major industrial relations reviews and inquiries.
The Client Services Team Lead will provide first-level triage and response to enquiries from platforms and serve as the escalation point for the Client Services team where enquiries from workers seeking support are more complex or nuanced.
You will build and maintain effective stakeholder relationships with relevant internal teams and external agencies, determine the service's resource allocation, including managing the team's roster and ensure the team maintains current and accurate case management records, systems, and databases.
About you
- Demonstrated customer service team management experience.
- Substantial experience in triaging and managing high volume workflows and reporting against key performance indicators.
- Highly empathetic verbal and written communication skills to address complex enquiries.

This position is only open to applicants with relevant rights to work in Australia.
How to apply
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages).

Other relevant information
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DPC has a COVID-19 Mandatory Vaccination policy which requires all DPC employees be fully vaccinated against COVID-19 in order to undertake duties outside of their homes (unless an exception applies).
To be able to meet the COVID-19 Mandatory Vaccination requirements and for the department to meet its obligations under the OH&S Act, the department will request employees provide their vaccination information (including 3rd dose / booster) or evidence of an exemption throughout the recruitment process. Inability to provide this may impact your subsequent employment to the department.

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