Manager Client Service - Victims Services

Department: VS Service Delivery; Parramatta; Presencial; AUD 133.000 - 147.000; Jornada completa

Descripción de la vacante

Victims Services NSW is seeking an experienced and people-focused leader to manage the delivery of high-quality services to victims of crime across NSW. Based in Parramatta, this role leads a multidisciplinary team in a fast-paced, high-volume environment to ensure trauma-informed support through the Victims Support Scheme.

You’ll drive service excellence, develop capability, improve client outcomes and contribute to reform initiatives.

Formación

• Experience leading teams in customer service, client services, contact centre, case management or service delivery.
• Ability to drive quality service outcomes in a high-volume and evolving workplace.
• Strong leadership skills with experience managing performance and staff wellbeing.
• Experience using data, reporting and insights to improve service delivery and achieve targets.
• Excellent stakeholder engagement, communication and problem-solving skills.
• Commitment to trauma-informed and client-centred approaches to service delivery.

Responsabilidades

• Lead and manage a multidisciplinary team to deliver high-quality services.
• Foster a culture of performance, accountability, wellbeing and continuous improvement.
• Drive initiatives that enhance client experience and operational efficiency.
• Monitor performance targets and use data to inform decisions and improvements.
• Develop workforce planning and resource management strategies.
• Build staff capability through coaching, mentoring and performance development.
• Manage complex client matters and advise on procedural and legislative requirements.
• Collaborate with internal and external stakeholders to support positive client outcomes.

Conocimientos

Leadership

Stakeholder engagement

Data analytics

Customer service leadership

Team management

Performance management

Educación

Tertiary qualifications in a relevant discipline or equivalent experience

Descripción del empleo

$133,348 - $146,945 a year

Full time, Permanent

2d ago , from Department of Communities and Justice NSW

• Employment Type: Ongoing full-time
• Salary: Clerk Grade 9/10 $133,348 to $146,945pa. + super + leave loading

Your role

Victims Services is seeking an experienced and people-focused leader to manage the delivery of high-quality services to victims of crime across NSW.

This is an opportunity to lead a multidisciplinary team in a fast-paced, high-volume environment, ensuring clients receive timely, trauma-informed support through the Victims Support Scheme.

You'll play a key role in driving service excellence, developing team capability, improving client outcomes, and contributing to ongoing service reform and continuous improvement initiatives.

What you’ll do

As part of Victims Services, you will lead and manage a team responsible for delivering responsive, client-centred services to victims of crime.

You will:

• Lead and support a multidisciplinary team to achieve high levels of service delivery and customer satisfaction.
• Foster a culture of performance, accountability, wellbeing and continuous improvement.
• Drive initiatives that enhance the client experience and improve operational efficiency.
• Monitor performance targets and use data and insights to inform decision-making and service improvements.
• Develop workforce planning and resource management strategies to support sustainable service delivery.
• Build staff capability through coaching, mentoring and performance development.
• Manage complex client matters and provide advice on procedural and legislative requirements.
• Collaborate with internal and external stakeholders to support positive outcomes for clients and the broader service.

You’ll work with a team of experienced professionals committed to supporting victims of crime through compassionate and trauma-informed service delivery.

This role is based in Parramatta and operates within a dynamic environment where collaboration, adaptability and client outcomes are highly valued.

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What we’re looking for

We’re looking for a leader who can build engaged and capable teams while maintaining a strong focus on customer service and operational performance.

Ideally, you will bring:

• Experience leading teams in a customer service, client services, contact centre, case management or service delivery environment.
• Demonstrated ability to drive quality service outcomes in a high-volume and evolving workplace.
• Tertiary qualifications in a relevant discipline or equivalent experience.
• Strong leadership skills with experience managing performance, developing capability and supporting staff wellbeing.
• Experience using data, reporting and business insights to improve service delivery and achieve performance targets.
• Excellent stakeholder engagement, communication and problem-solving skills.
• A commitment to trauma-informed and client-centred approaches to service delivery.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

Work that really matters

Victims Services supports victims of crime in NSW to access counselling, financial assistance, recognition payments and other practical support through the Victims Support Scheme. As Manager Client Service, you will lead a team delivering timely, compassionate and trauma-informed services to people who may be experiencing difficult and complex circumstances. Your leadership will help strengthen the client experience and ensure victims receive respectful, responsive and high-quality support when they need it most.

Ready to join us?

Applications close 25th October 2026 at 11:59pm

For more information about this opportunity, please contact Sabina Blacklaws on (02) 8688 0*** | ***************@dcj.nsw.gov.au

If you have any questions about the application process or would like to request a recruitment adjustment (for example submitting your application in a different format), please call Dean on 02 9765 3*** or email the recruiter

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

Appointments are subject to satisfactory pre-employment screening checks, including:

• A National Criminal History Check
• Reference checks
• A Right to Work in Australia check

A talent pool may be created for future ongoing and temporary roles and will be valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

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