Team Manager

Department of Government Services; Melbourne; Sur place; AUD 90 000 - 110 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People management

Collaboration

Conflict management

Team leadership

Description du poste

Department of Government Services – Melbourne VIC

This role sits within the Births, Deaths and Marriages Registry Victoria (BDM). As a Team Manager, you will lead a team of Registry Officers who support Victorians through some of life's most significant moments. We are committed to providing a helpful and empathetic service and take pride in maintaining accurate records for the Victorian community.

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 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.

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.
• 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.

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.

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.