Team Leader, Customer Service Operations

Company description:

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 description:

Job Title

Team Leader, Customer Service Operations

VPS Level

VPS Grade 5

Salary

$106,534.00 - $128,897.00 plus superannuation

Work type:

Ongoing

About the Role

Reporting to the Senior Manager, Customer Service Operations, the role is responsible for the oversight of the day-to-day operations and performance of the Customer Operations group. Motivating, mentoring and providing guidance to team members, as well as recommending process improvements, implementing best practices and contributing to an enhanced customer experience for ST Vic's customers and the community.

The responsibilities of the Team Leader, Customer Service Operations} will include, but are not limited to:

• 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.

• Set clear performance expectations, monitor, and analyse key performance indicators (KPSs), identify areas for improvement and provide regular feedback to team members with regular 1.1's.

• Coordinate training programs and continuous learning initiatives to enhance team members' skills and knowledge and to ensure that the team adheres to all relevant policies, procedures, and regulatory requirements.

• Maintain accurate records of service activities, customer interactions, and performance metrics and implement corrective actions as necessary to address service gaps.

• Implement and monitor quality assurance processes to maintain service quality standards.

• Provide authoritative advice and expertise to senior management and other key industry stakeholders on relevant policy, legislation, and compliance matters and contribute to the organisation's strategic plan.

• Proactively develop and foster positive relationships with key internal and external stakeholders, including industry partners, to influence the development of improved business outcomes that ensure ST Vic's objectives and priorities are achieved

• Promote and support safe, inclusive, and flexible team operations.

Demonstrated experience working in Customer Service or a related field as well as professional leadership experience in a fast paced, high-volume environment is required.

To access the Position Description, click here

Further Information

For a confidential discussion, please contact Ayten Erkul - Executive Director, People, Communications and Engagement via email ***********@safetransport.vic.gov.au or mobile 0458 017 ***.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.

NB: To be considered for this position please submit your application via our Vic Careers website

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 8 March 2024