Job Description
Department of Government Services - Melbourne VIC
Key Accountabilities
Provide people leadership to frontline Customer Care teams , ensuring the efficient and consistent delivery of frontline services across multiple contact channels.
The role oversees workload allocation, service quality, escalation management and staff performance to meet service standards and operational targets.
Manage individual and team performance, establishing goals, monitoring outcomes and supporting capability uplift through coaching, feedback and 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.
Identify trends, risks and emerging issues from customer contact and operationaldataandprovidetimelyinsightsand recommendations to senior management
About You
To be successful in this role, you will needtodemonstrateexperienceinthefollowing areas:
ManagingPeople:Communicatesrole expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.




Managing DifficultConversations:Listensto 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 ourMelbourne CBDoffice.This position is only open to applicants with relevant rights to work in Australia.
For more information, please seethePosition Description
To be eligible for appointment to this role, applicantswillpossesscorrespondingwork rights for the advertised employment period.
Appointment to an ongoing role is only available to an Australian/Current Zealand citizen or an Australian Permanent Resident.Preferred applicants willbe requiredto undertake pre-employmentscreening.DGSactivelypromotesdiversity,inclusionandan equal opportunity workplace.
We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples.
All roles atDGScan beworkedflexibly,howeverit may differ from role to role.
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📌 Team Manager (Victoria)
🏢 Department of Government Services
📍 Victoria