Impactful Team Leader, Customer Care (Flexible)

Department of Government Services; Melbourne; On-site; AUD 90,000 - 110,000; Full time

Job summary

Department of Government Services in Melbourne seeks a driven Team Manager to lead Registry Officers supporting Victorians through pivotal life events. The role focuses on workload allocation, service quality, escalation handling and staff performance to meet service standards.

You will collaborate with other Team Managers and Support teams to drive continuous improvement and consistent operational outcomes across Customer Care.

Qualifications

• Experience leading frontline teams and delivering quality customer service.
• Strong coaching, feedback and performance monitoring capability.
• Proven ability to handle escalations and complex enquiries.
• Ability to align work with policy, legislation and service standards.

Responsibilities

• Lead operations to ensure timely, high quality customer service in line with legislation, policy and standards.
• Provide people leadership to frontline teams, setting expectations and fostering collaboration.
• Manage performance, set goals, monitor outcomes and coach through feedback and call quality monitoring.
• Provide expert advice and escalation support on complex matters and complaints.
• Identify trends from customer contact and provide timely insights to senior management.

Skills

People management

Collaboration

Conflict management

Team leadership

Job description

Department of Government Services in Melbourne seeks a driven Team Manager to lead Registry Officers supporting Victorians through pivotal life events. The role focuses on workload allocation, service quality, escalation handling and staff performance to meet service standards.

You will collaborate with other Team Managers and Support teams to drive continuous improvement and consistent operational outcomes across Customer Care.