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



Monitors customer satisfaction to gain critical insights; looks for continuous improvement opportunities and ways to innovate.
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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.
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This role is an ongoing positionand based in ourBallaratoffice. This position is only open to applicants with relevant rights to work in Australia.
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For more information, please seethe Position Description
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Other relevant information
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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.
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Preferred applicants willbe requiredto undertake pre-employment screening.
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DGSactively promotes
diversity,inclusionand
an equal opportunity workplace.
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We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples.
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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