Manager Client Service - Victims Services

Victims Services; Parramatta; On-site; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Flexible, autonomous work environment

Competitive pay and conditions

Training and development opportunities

Health & Wellbeing and Employee Help/​

Job summary

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

You’ll lead service excellence, develop team capability and contribute to ongoing reform and continuous improvement.

Qualifications

• 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.
• Commitment to trauma-informed and client-centred approaches to service delivery.

Responsibilities

• 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.

Skills

Leadership

Stakeholder engagement

Data insights

Communication

Problem-solving

Education

Tertiary qualifications in a relevant discipline

Job description

Manager Client Service – Victims Services • Location: Paramatta • 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

• 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.

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.

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.

Inclusion and Diversity

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.

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.

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.

Applications close 25th October 2026 at 11:59pm

Got a question? For more information about this opportunity, please contact Sabina Blacklaws on [phone] | [e-mail]