Customer Experience Manager

Why join us
At the Victorian Electoral Commission (VEC) we are not just about elections, we are about enabling all Victorians to actively participate in their democracy. The VEC conducts State and local council elections and is responsible for promoting public awareness and understanding of electoral issues in the Victorian community. Our goal is to be change ready and responsive to legislative changes and community expectations in a dynamic and complex operating environment.
Our vision is for all Victorians actively participating in their democracy. Apply now to make a meaningful contribution to the democratic process.
We provide a values driven workplace culture with a passion for excellence and innovation in the services we provide. We offer a supportive environment that encourages professional development and provide opportunities to broaden your experience though internal working groups and committees across VEC branches.
What you will be doing
Reporting directly to Director Communication and Engagement, this role will be responsible for:
* Serving as a subject matter expert in customer service, feedback, and complaints, curating an outstanding experience for all contacts.
* Ensuring compliance with standards and conducting annual reviews of relevant policies.
* Managing large-scale election-related customer service projects.
* Overseeing the delivery of State and Local Government Election Work Program projects within specified timeframes and quality standards.
What you will bring to the role
* Proven leadership in delivering high-quality customer services and feedback operations, especially in sensitive or regulated environments.
* Expertise in project management, developing efficient business processes in compliance with legislation and service standards.
* Outstanding written and verbal communication skills.
* Advanced analytical skills to identify and address emerging issues effectively.
* Commitment to the VEC's core values
How to apply
All applicants must submit:
* a current CV and
* a separate document with responses to Key Selection Criteria (KSC) 6.2, 6.6 and 6.7 as listed in the position description.
* Applications should be lodged online via the Apply Now button (below). The VEC can only accept applications lodged via Victorian Government Careers website.
Applications close at 11:59pm on Monday 4th March 2024.
We highly encourage Aboriginal and Torres Strait Islander people, people with disabilities and culturally and linguistically diverse people to apply.
We are committed to diversity and inclusion in our workplaces with the people we employ, and at the ballot box with the people we serve. We aim to create a workplace that is inclusive, equitable, and safe for all.
We understand that candidates may need adjustments in the recruitment process and/or workplace. For any questions or request for accommodations, please e-mail hrmailbox@vec.vic.gov.au
Successful applicants will be required to satisfy character clearance requirements, including but not limited to national police check and working with children check.
In accordance with Section 17A of the Electoral Act 2002, the VEC may ask applicants for disclosure of specific political activities that could compromise the perceived independence of the organisation. Please click here to read more.
VEC contact details
For further information please contact Sue Lang, Director of Communication and Engagement, on (03) 8620 1239.