Trauma-Informed Client Services Manager

Department: VS Service Delivery; Parramatta; On-site; AUD 133,000 - 147,000; Full time

Job summary

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

You’ll drive service excellence, develop capability, improve client outcomes and contribute to reform initiatives.

Qualifications

• Experience leading teams in customer service, client services, contact centre, case management or service delivery.
• Ability to drive quality service outcomes in a high-volume and evolving workplace.
• Strong leadership skills with experience managing performance and staff wellbeing.
• Experience using data, reporting and insights to improve service delivery and achieve targets.
• Excellent stakeholder engagement, communication and problem-solving skills.
• Commitment to trauma-informed and client-centred approaches to service delivery.

Responsibilities

• Lead and manage a multidisciplinary team to deliver high-quality services.
• Foster a culture of performance, accountability, wellbeing and continuous improvement.
• Drive initiatives that enhance client experience and operational efficiency.
• Monitor performance targets and use data to inform decisions and improvements.
• Develop workforce planning and resource management strategies.
• Build staff capability through coaching, mentoring and performance development.
• Manage complex client matters and advise on procedural and legislative requirements.
• Collaborate with internal and external stakeholders to support positive client outcomes.

Skills

Leadership

Stakeholder engagement

Data analytics

Customer service leadership

Team management

Performance management

Education

Tertiary qualifications in a relevant discipline or equivalent experience

Job description

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

You’ll drive service excellence, develop capability, improve client outcomes and contribute to reform initiatives.