Team Manager

Department of Government Services VIC; Melbourne; On-site; AUD 110,000 - 145,000; Full time

Job summary

Department of Government Services VIC in Melbourne, Australia, is seeking a Team Manager for the Dispute Settlement Centre of Victoria (DSCV). You will lead a team of Dispute Assessment Officers, delivering high-quality intake, assessment, and case management services to the Victorian community.

You will oversee workload, service quality, escalation handling, and staff performance, working with other teams to ensure coordinated delivery and ongoing process improvements aligned to outcomes and

Qualifications

• Experience in leading contact centre or service delivery teams.
• Ability to coach, give feedback and monitor call quality.
• Ability to handle complex customer service or policy matters.

Responsibilities

• Lead and manage contact centre operations to ensure timely, high-quality service.
• Provide people leadership to frontline teams and foster a customer-focused culture.
• Manage performance with goals, monitoring outcomes and coaching.
• Provide expert escalation support on complex inquiries and complaints.
• Identify trends and provide insights to senior management.
• Oversee quality assurance and continuous service improvements.
• Prepare correspondence for customers and stakeholders with clarity.
• Identify workforce development needs and support training initiatives.

Skills

Managing People

Collaboration

Managing Difficult Conversations

Customer Focus

Team Management

Inclusion

Job description

Department of Government Services VIC – Melbourne VIC

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

You can find out more about our Ministers, leadership and entities here: Department of Government Services.

About the Branch

The Customer Care division is the heartbeat of our services to the Victorian public and direct link between the department and the people we serve. We operate a tiered support model incorporating contact centres dedicated to providing fast, empathetic and effective solutions across a range of channels including phone, email and digital chat. We are a data driven team that uses real customer feedback to help the rest of the department improve its products and services for Victorians.

About the Role

This role sits within The Dispute Settlement Centre of Victoria (DSCV), who provide free dispute resolution services across Victoria. DSCV's purpose is to empower and assist the Victorian community to prevent and appropriately resolve issues, alleviate pressure on the judicial system and help the community to thrive.

This Team Manager role oversees a team of Dispute Assessment Officers (DAOs) who work with people in dispute, both individually and together, to explore opportunities to resolve their issues.

The Team Manager is responsible for leading the delivery of high-quality intake and assessment services, providing case management support and practice supervision to DAOs, and supporting operational processes to contribute to effective and consistent service delivery.

The role oversees workload allocation, service quality, escalation management and staff performance to meet service standards and operational targets. Working closely with other Team Managers and Support team members across the Customer Care division, the position contributes to coordinated service delivery, continuous improvement and a shared understanding of operational performance and outcomes.

Key Accountabilities

• Lead and manage contact centre operations to ensure timely, high‑quality and consistent customer service outcomes in accordance with legislation, policy and service standards.
• Provide people leadership to frontline Customer Care teams, setting clear expectations, supporting wellbeing and fostering a collaborative, customer focused culture.
• Manage individual and team performance, establishing goals, monitoring outcomes and supporting capability uplift through coaching, feedback and call quality monitoring.
• Provide expert advice and escalation support on complex customer service, policy and operational matters, resolving difficult enquiries and complaints using sound judgement.
• Identify trends, risks and emerging issues from customer contact and operational data and provide timely insights and recommendations to senior management.
• Oversee quality assurance and continuous improvement activities, contributing to service improvements, workforce capability and operational effectiveness.
• Prepare and review correspondence and advice for customers, stakeholders, executives and ministerial offices, ensuring accuracy, clarity and professionalism.
• Identify workforce and development needs and support training and change initiatives aligned to organisational priorities and future service demands

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Managing People: Communicates role expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.
• Working Collaboratively: Build a supportive and cooperative team environment; engages other teams to share information in order to understand or respond to issues; support others in challenging situations.
• Managing Difficult Conversations: Listens to and acknowledges that the concerns of others have been heard; clarifies problems; seeks options to resolve conflict.
• Customer Focus: Monitors customer satisfaction to gain critical insights; looks for continuous improvement opportunities and ways to innovate.
• Team Management: Aligns work activities with operational plans and organisational values and goals through effective people management and role modelling. Allocates tasks in line with roles defined.
• Promote Inclusion: Pays attention to words, expression and body language; recognises behaviours that promote a culture of inclusion. Hold self and team accountable towards being inclusive to individuals from diverse backgrounds. Takes corrective actions when behaviours displayed do not promote an inclusive workplace.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position-Description-Team-Manager-Customer-Care.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre‑employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.