Address
Form of work
SalaryAbout the Role
The primary purpose of this role is to provide leadership to a team of Customer Resolutions officers to deliver improved customer service outcomes.
Key to the role is the ability to support staff in dealing with complex issues resulting in the delivery of an overall improved customer experience.
‘To access the Position Description, please click here’.
Position Outcomes / Accountabilities
•Exercise professional independent judgement in the development and delivery of customer services.
•Effectively manage motivate and develop employees to achieve customer service outcomes.
•Develop innovative responses to complex problems when defined policy, procedures and precedents do not always exist.
•Use conceptual and analytical skills to develop responses to Victorian Ombudsman and Ministerial Correspondence in a timely manner.
•Exercise professional judgement to draft quality written correspondence and the ability to simplify technical information to suit the audience.
•Exercise professional independent judgement in the development and delivery of solutions to complex problems.
•Negotiate with and influence stakeholders to achieve sustainable improvements to customer experience outcomes.
•Contribute to the development of and changes to policies and strategies that support the delivery of continual improvement to the customer experience.
Key Selection Criteria
To be successful, this role demands adept customer focus, leveraging skills and experience to deliver impactful services while monitoring satisfaction and fostering continuous improvement. Effective team management is paramount, involving defining roles, optimizing structures, and aligning activities with organizational goals.
The ideal candidate will excel in developing team capabilities, offering knowledge, feedback, and coaching to enhance performance. Superior interpersonal skills are essential, encompassing emotional intelligence, empathy, and tailored communication to understand stakeholders' needs and motivations authentically.
Moreover, a commitment to innovation and continuous improvement is key, involving synthesizing diverse ideas, driving efficiency, and encouraging a culture of suggestion and feedback to enhance outcomes and processes.
Personal Attributes
On a personal level the candidate will demonstrates resilience by maintaining positivity and delivering quality work under pressure, guiding teams through challenges with decisiveness.
Additionally, flexibility and adaptability are key, requiring openness to acquiring new skills, adjusting approaches to changing priorities, and swiftly adapting systems and processes to meet evolving needs and situations.
Qualifications and Experience
Experience in people leadership, proficient in Microsoft suite, written correspondence, and the ability to interpret government policy and legislation is desirable, but not mandatory.
What we offer
- Meaningful work making Victorian communities more accessible and liveable
- Professional growth and development opportunities across the department and the wider Victorian Public Services
- A hybrid working model focused on collaboration and teamwork
- Optimal work-life balance initiatives including flexible working arrangements
- Opportunity to work across multiple urban and suburban hubs
- We prioritise the development of a safe and inclusive culture
Culture Value
We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.
How to Apply
Click the ‘Apply’ button and follow the prompts. Applications should include a resume and a cover letter.
Applications close 11.59pm on the 14th of March, 2024.
For further information about the role please contact Jessica McCabe at **************@transport.vic.gov.au
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.
Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g., large print) due to any viewing difficulties or other accessibility requirements.
