Trauma-Informed Client Services Manager

Victims Services; Parramatta; Presencial; AUD 133.000 - 147.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible, autonomous work environment

Competitive pay and conditions

Training and development opportunities

Health & Wellbeing and Employee Help/​

Descripción de la vacante

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

You’ll lead service excellence, develop team capability and contribute to ongoing reform and continuous improvement.

Formación

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

Responsabilidades

• Lead and support a multidisciplinary team to achieve high levels of service delivery and customer satisfaction.
• Foster a culture of performance, accountability, wellbeing and continuous improvement.
• Drive initiatives that enhance the client experience and improve operational efficiency.
• Monitor performance targets and use data and insights to inform decision-making and service improvements.
• Develop workforce planning and resource management strategies to support sustainable service delivery.
• Build staff capability through coaching, mentoring and performance development.
• Manage complex client matters and provide advice on procedural and legislative requirements.
• Collaborate with internal and external stakeholders to support positive outcomes for clients and the broader service.

Conocimientos

Leadership

Stakeholder engagement

Data insights

Communication

Problem-solving

Educación

Tertiary qualifications in a relevant discipline

Descripción del empleo

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

You’ll lead service excellence, develop team capability and contribute to ongoing reform and continuous improvement.