Service Delivery and Systems Manager

Department of Families, Fairness & Housing VIC; Morwell; On-site; AUD 120,000 - 150,000; Full time

Job summary

Department of Families, Fairness & Housing VIC – Morwell, VIC is seeking a Service Delivery and Systems Manager to lead the Housing Call Centre KPIs and drive new initiatives. You will oversee operations, staff performance, and IT and admin functions to ensure service excellence.

You will also manage the Victorian Housing Register, CADS and Community Housing teams, including housing IT system testing, and contribute to leadership decisions on future departmental strategies.

Responsibilities

• Lead a team of Team Managers to implement, manage and monitor KPIs for the Housing Call Centre (HCC).
• Oversee HCC operations, staff, centre targets, stakeholder management, IT and administrative functions.
• Oversee the Victorian Housing Register (VHR) team, CADS and Community Housing teams, and assist with housing IT system testing.

Job description

Department of Families, Fairness & Housing VIC – Morwell VIC

The Service Delivery and Systems Manager is responsible for leading a team of Team Managers to implement, manage and monitor strategies to meet the Housing Call Centres (HCC) key performance indicators (KPI) and deliver new business initiatives.

As the Service Delivery and Systems Manager, you will oversee the operations of the HCC, including the management of staff, KPIs, centre targets, stakeholder management, IT and administrative functions. This role also oversees the Victorian Housing Register (VHR) team managing housing applications and bond loans, CADS and Community Housing team which raise maintenance requests. This role also assists in housing IT system product testing.

In addition to these tasks, you will also contribute to the overall management through participation as part of the HCC Leadership Team, contributing to decision making with regards to the HCC future development and departmental strategies.

ACCOUNTABILITIES INCLUDE

• Manage and ensure the development and management of systems to monitor and report the outcome of Key Performance Indicator's (KPIs) for the Housing Call Centre.
• Manage, monitor and ensure the analysis of data to provide accurate feedback to call centre managers and customer services officers, to improve service outcomes for clients of the Housing Call Centre.
• Be responsible for the compilation of the monthly Call Centre performance report.

This is an NDIS Risk Assessed Role / This is a Key Personnel Role.
Staff appointed to this role at the Department of Families, Fairness and Housing may not commence in role until they have an NDIS Worker Screening Clearance and have provided this detail for recording.