Department of Government Services – Ballarat VIC
Key Accountabilities
Provide people leadership to frontline Customer Care teams, setting transparent expectations, supportingwellbeingand fostering a collaborative, customer focused culture.
Manage individual and team performance, establishinggoals, monitoringoutcomesand supporting capability uplift through coaching,feedbackand call quality monitoring.
Provide expert advice and escalation support on complex customer service, policy and operational matters, resolving difficult enquiries and complaints using sound judgement.
Identifytrends, risks and emerging issues from customer contact and operationaldataand providetimelyinsights and recommendations to senior management.
About You
To be successful in this role, you will need todemonstrateexperienceinthe following areas:
Managing People:Communicates role expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.
Managing Difficult Conversations:Listens to and acknowledges that the concerns of others have been heard; clarifies problems; seeks options to resolve conflict.
Customer Focus:



Monitors customer satisfaction to gain critical insights; looks for continuous improvement opportunities and ways to innovate.
Team Management:Aligns work activities with operational plans and organisational values and goals through effective people management and role modelling. Allocates tasks in line with roles defined.
This role is an ongoing positionand based in ourBallaratoffice. This position is only open to applicants with relevant rights to work in Australia.
For more information, please seethe Position Description
Other relevant information
To be eligible for appointment to this role, applicants willpossesscorresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.
Preferred applicants willbe requiredto undertake pre-employment screening.
DGSactively promotes diversity,inclusionand an equal opportunity workplace.
We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples.
All roles at DGScan be workedflexibly,however it may differ from role to role.
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📌 Team Manager (Ballarat)
🏢 Department of Government Services
📍 Ballarat