Dispute Resolution Team Lead - Customer Care

Department of Government Services VIC; Melbourne; On-site; AUD 110,000 - 145,000; Full time

Job summary

Department of Government Services VIC in Melbourne, Australia, is seeking a Team Manager for the Dispute Settlement Centre of Victoria (DSCV). You will lead a team of Dispute Assessment Officers, delivering high-quality intake, assessment, and case management services to the Victorian community.

You will oversee workload, service quality, escalation handling, and staff performance, working with other teams to ensure coordinated delivery and ongoing process improvements aligned to outcomes and

Qualifications

• Experience in leading contact centre or service delivery teams.
• Ability to coach, give feedback and monitor call quality.
• Ability to handle complex customer service or policy matters.

Responsibilities

• Lead and manage contact centre operations to ensure timely, high-quality service.
• Provide people leadership to frontline teams and foster a customer-focused culture.
• Manage performance with goals, monitoring outcomes and coaching.
• Provide expert escalation support on complex inquiries and complaints.
• Identify trends and provide insights to senior management.
• Oversee quality assurance and continuous service improvements.
• Prepare correspondence for customers and stakeholders with clarity.
• Identify workforce development needs and support training initiatives.

Skills

Managing People

Collaboration

Managing Difficult Conversations

Customer Focus

Team Management

Inclusion

Job description

Department of Government Services VIC in Melbourne, Australia, is seeking a Team Manager for the Dispute Settlement Centre of Victoria (DSCV). You will lead a team of Dispute Assessment Officers, delivering high-quality intake, assessment, and case management services to the Victorian community.

You will oversee workload, service quality, escalation handling, and staff performance, working with other teams to ensure coordinated delivery and ongoing process improvements aligned to outcomes and