Team Manager – Dispute Resolution & Customer Care

Department-of-Government-Service; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Department of Government Service, Melbourne, seeks a Team Manager within the Dispute Settlement Centre of Victoria to lead Dispute Assessment Officers and oversee intake and assessment services. You will provide coaching, performance management, and escalate complex enquiries, while driving continuous improvement and inclusive practices across frontline teams.

This ongoing role requires rights to work in Australia and a commitment to delivering high-quality customer outcomes in a government

Qualifications

• Experience in people management, including coaching and performance feedback.
• Ability to collaborate across teams and share information.
• Proven ability to handle challenging conversations with customers or staff.
• Strong customer-focused mindset with continuous improvement drive.
• Ability to align work activities to operational plans and organizational values.
• Commitment to inclusive workplace practices and diversity.

Responsibilities

• Lead contact centre operations to ensure timely, high-quality customer service in line with policy and standards.
• Provide people leadership to frontline teams, setting expectations and promoting wellbeing.
• Manage team performance with clear goals, monitoring outcomes and coaching.
• Provide expert advice and escalation support on complex customer service matters.
• Identify trends and risks from data and recommend actions to senior management.
• Oversee quality assurance and continuous improvement to enhance service delivery.
• Prepare clear correspondence and advice for customers, stakeholders and executives.
• Identify workforce development needs and support training aligned to priorities.

Skills

Managing People

Working Collaboratively

Managing Difficult Conversations

Customer Focus

Team Management

Promote Inclusion

Job description

Department of Government Service, Melbourne, seeks a Team Manager within the Dispute Settlement Centre of Victoria to lead Dispute Assessment Officers and oversee intake and assessment services. You will provide coaching, performance management, and escalate complex enquiries, while driving continuous improvement and inclusive practices across frontline teams.

This ongoing role requires rights to work in Australia and a commitment to delivering high-quality customer outcomes in a government