Dispute Resolution Team Lead - Customer Care

Department of Government Services Victoria; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

The Department of Government Services Victoria is seeking a Team Manager for the Dispute Settlement Centre of Victoria (DSCV). You will lead a team of Dispute Assessment Officers, guiding intake, assessment and case management to deliver high‑quality, timely resolutions for Victorians.

In this role you will oversee workload, set expectations, coach staff, monitor performance and ensure service standards. You will work with other Customer Care teams to drive continuous improvement and consistent

Qualifications

• Demonstrated ability to lead teams and manage performance.
• Strong collaboration skills with cross‑team partners.
• Experience handling difficult conversations and conflicts.
• Customer-focused approach with a service delivery mindset.
• Proven capability in team planning and workload management.
• Commitment to inclusive leadership across diverse teams.

Responsibilities

• Lead contact centre operations to ensure timely, high‑quality service.
• Provide people leadership to frontline teams and coach for performance.
• Manage performance, goals and call quality monitoring.
• Offer expert escalation support on complex customer matters.
• Identify trends and risks from data to inform senior management.
• Oversee QA and continuous improvement for service delivery.
• Prepare correspondence for customers, stakeholders and offices.
• Identify development needs and support training aligned to priorities.

Skills

Managing People

Collaborative Working

Difficult Conversations

Customer Focus

Team Management

Inclusion Promotion

Job description

The Department of Government Services Victoria is seeking a Team Manager for the Dispute Settlement Centre of Victoria (DSCV). You will lead a team of Dispute Assessment Officers, guiding intake, assessment and case management to deliver high‑quality, timely resolutions for Victorians.

In this role you will oversee workload, set expectations, coach staff, monitor performance and ensure service standards. You will work with other Customer Care teams to drive continuous improvement and consistent