Senior Manager Customer Service Operations

About Us'Safe journeys, every time'. This is what we strive for at Safe Transport Victoria (ST Vic).

As the safety regulator for commercial passenger vehicles, buses and maritime, what we do impacts the everyday lives of Victorians. Our role is to work with these industries and the communities they serve to ensure a transport system that inspires confidence for users.

We are focused on creating impact by being an intelligence-led regulator, agile to technological disruptions in the market and highly responsive to community expectations and needs.

We are also in the business of thinking big. We are reimagining what’s possible in how we regulate, and we welcome those who are interested in reshaping and redefining how we work.

Safe Transport Victoria is committed to building a culture of ‘working as one’. This means our people share openly, question respectfully and build together. This also means we invest in our people and provide personal and professional development programs to create a workforce that is empowered, innovative and adaptable.

Job Title

Senior Manager, Customer Service Operations

VPS Level

VPS6

Salary

$130,673.00 - $174,869.00 plus superannuation

Work Type

Ongoing

About The Role

Reporting to the Director, Customer Service Operations, the role is responsible for driving high quality customer support culture and fostering business partnerships across the organisation to ensure positive outcomes for ST Vic, their customers, and the community. To achieve this, the Senior Manager, Customer Service Operations will analyse and report on business and branch performances, targets, goals, and identify and implement continuous improvement initiatives to enhance these areas.

The responsibilities of the Senior Manager, Customer Service Operations will include, but are not limited to:

• Drive the ongoing development of a customer service culture across the Branch, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours and ensure service level delivery is in line with agreed timeframes and business expectations.
• Collaborating with internal stakeholders and external vendors, provide authoritative and strategic advice on issues effecting Customer operations objectives to senior management, Ministerial Advisors and other key stakeholders.
• Assess, analyse and provide regular detailed reporting and insights on branch performance against service level agreements, trends and systemic issues, and highlight inconsistencies in the data, below target results and guide the development of remediation activities.
• Actively seek opportunities for continuous improvements and ways to innovate by leveraging on existing processes and procedures to improve outcomes, quality and a robust quality and customer service culture and other organisational priorities.
• Provide effective leadership, people management and support to the team where staff are engaged with high levels of cohesion and commitment and are delivering on the services required.
• Promote and support safe, inclusive, and flexible team operations.

Demonstrated experience working at a Senior level and leading broad customer service teams will be advantageous.

To access the Position Description, click here

Qualifications

Certificate or higher in Management, Business Administration, Customer Service Management, or related field will be advantageous

Further Information

For a confidential discussion, please contact Susan Alexander, Executive Officer People, Communications and Engagement via email ***************@safetransport.vic.gov.au or mobile 0437 869 ***.

It is an inherent requirement of this position that the employee is ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces.

Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with Safe Transport Victoria. For further information on the position, please refer to the attached position description.

What we offer you?

ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs and supporting ways of working that help employees balance work and life. We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+.

A Workplace committed to safety and wellbeing

ST Vic is committed to providing a safe and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements.

Diversity and Inclusion

ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction.

Learning and Development

We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations.

How To Apply

Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter of no more than 1 page in length addressing your skills, experience and interest in the position.

Applications close at midnight 28 February 2024.