Contact Centre Supervisor

• Manage the daily operation of the FAS Contact Centre, ensuring that the Contact Centre meets daily service targets and functional responsibilities.
• Ongoing positions
• VPS5: $106,534 – 128,897 + superannuation 

The Department of Justice and Community Safety are seeking Contact Centre Supervisor to join the new Victims of Crime Financial Assistance Scheme, to respond to complex enquiry & identify and act on priority and urgent matters.

Meetings are held in person at Melbourne CBD location and on-line.

About the Business Unit

This is an exciting opportunity to deliver a major new initiative for victims of crime. The FAS is a landmark reform that will replace the judicially based Victims of Crime Assistance Tribunal with an administrative scheme that prioritises the needs of victims and supports their recovery from violent crime.

The FAS is highly anticipated by victims and stakeholders and represents a major leap forward in the Victorian Government's response to victims of crime. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022 the FAS will provide financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims' needs. It will acknowledge harm done and be trauma informed, with a priority focus on being inclusive and culturally safe.

Reporting to the FAS Senior Operations Manager you will be responsible for leading a team of Contact Centre officers.

About the Role

Duties will include:

• Manage a team of Contact Centre Officers who provide application support and information via inbound and outbound calls and emails. Provide direct support and feedback to the team through regular supervision and debriefing.
• Manage the daily operation of the Contact Centre including allocation of resources, management of incoming work, communication with staff and stakeholders, handling escalations, completion of reports, auditing outputs and ensuring that Contact Centre meets daily service targets and functional responsibilities.
• Respond to complex enquiries, and act on urgent matters. Assist staff in providing information for more complicated issues.

To learn more about this role before applying, please read the attached position description.

About you

To be successful in this role, you will have:

• Specialist experience in leading or developing a call centre team in a complex service delivery environment.
• An advanced theoretical understanding of the victim support service system and/or criminal justice system.
• Authoritative understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault.

Qualifications 

• A relevant tertiary qualification or equivalent experience in fields related to community and social services, social policy, social work, law, or public administration is essential.

How to Apply

Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

FOR INTERNAL VPS EMPLOYEES:

For all VPS employees, due to the new JSE policy, please apply through the JSE only to be considered for this position.

For this particular vacancy, priority consideration applies to Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform.

• For this particular vacancy, priority consideration applies to Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform.
• For all VPS employees, due to the new Jobs Skills Exchange (JSE) policy, please apply through the JSE to be eligible to be considered for this position in the first round.

IMPORTANT INFORMATION: 

CHILD SAFE STATEMENT OF COMMITMENT:

The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.

Encouraging Diversity

The Victorian Government is committed to ensuring that government boards and committees reflect the rich diversity of the Victorian community.

We encourage applications from women, people of all ages, Aboriginal people, people with disability, people from culturally and linguistically diverse backgrounds, LGBTIQA+ people, and people living in rural and regional Victoria. We will provide adjustments to the recruitment process upon request.

You do not have to disclose any personal information if you do not want to, but it can help us understand how we can support you through the recruitment process and beyond. We invite you to tell us if you identify as Aboriginal, a person with disability, from a culturally or linguistically diverse background, LGBTIQA+ or a young person, aged 25 years old or less. If you identify as any of the aforementioned, we would welcome the opportunity to contact you and discuss how we can support you through the recruitment process. Sharing this information will help you access support should you need it and will also help us to better understand the impact of our work.

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