Team Manager
Core
Lead a team of Dispute Assessment Officers to deliver high-quality intake, assessment, and case management services for the Victorian community, ensuring timely resolution of disputes and alleviating pressure on the judicial system.
Role type
Senior Team Manager (Customer Care/Dispute Resolution)
Builds
Dispute resolution services and customer care operations
Domain
Public sector / Dispute resolution / Customer service
Required skills
People leadership, performance management, conflict resolution, operational oversight, quality assurance, strategic planning, stakeholder communication, change management, data analysis, inclusive culture promotion
Responsibilities
Lead and manage contact centre operations to ensure timely, high-quality customer service outcomes; Provide people leadership to frontline teams, setting expectations and supporting wellbeing; Manage individual and team performance through coaching and feedback; Provide expert advice and escalation support on complex customer service and policy matters; Identify trends and risks from operational data to provide insights to senior management; Oversee quality assurance and continuous improvement activities; Prepare and review correspondence for customers and stakeholders.
Seniority
Senior, hands-on IC with team leadership