Team Leader Customer Experience

An exciting opportunity to join our Customer Experience Team on a fixed term basis.Department: Victorian Building Authority
Work Type: Fixed term - full time
Job Function: Customer Service / Call Centre
Classification: VPSG5.1
Work Location: Melbourne - CBD
Reference: VG/197824
Closing Date: 09-May-2024
Salary Range: $106,534 - $117,716
Job Duration: End October 2024
File Attachment: No File Attached
Contact: Alan Ciantar
Contact Details: recruit@vba.vic.gov.auPosition DetailsPosition overviewThe Team Leader, Customer Experience is responsible for leading a team of staff within the Customer Experience team to support the VBA in its effective and efficient administration of high quality support services to practitioners, consumers and the community.This role is responsible for modelling and delivering high level leadership attributes, developing and delivering service delivery plans for work area, providing high level expertise in dealing with complex issues and facilitating team member professional development and succession planning.What we are looking for: * Demonstrated experience and sound understanding of contact centre and customer service experience frameworks and best practice.

• Ability to uses a variety of approaches to motivate and effectively manage team.
• Experience in prepare project briefs, reports, service plans, and policy options and recommendations on complex issues.
• Tertiary qualification in management, customer service, or relevant discipline or equivalent industry experience.

VBA CommitmentThe Victorian Building Authority embraces a diverse and inclusive culture who work together for the benefit of all Victorians. Our recruitment is best practice and free from bias, we recruit based on merit and equity regardless of age, disability, religion, gender, sexual orientation or cultural background.We have an amazing employee engagement program, remote working setup, health and well-being and learning and development programs to ensure our people are fit for work and inspired to be the best they can. We are always looking for talented new people to join us with a broad range of skills and experience who are curious, keen to learn and enjoy serving the community they live in, so if this sounds like a place you'd like to work and you think you have what it takes, we‘d love to hear from you and encourage you to apply now!What you can expect:

• Flexible work arrangements with a hybrid, work from home and office model
• A competitive salary

How to Apply:We require you to upload:

• A detailed copy of your resume
• A cover letter briefly outlining your relevant experience and what attracted you to the role

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