Manager, Customer Contact Centre Delivery

• Salary: $138,631 – $185,518 (plus superannuation)
• Tenure: Fixed term until 26 February 2027
• Usual hours of work: Full time (flexibility may be available)
• Usual work location: 121 Exhibition Street, Melbourne VIC 3000 (flexibility may be available)

The Role

The Manager, Customer Contact Centre Delivery leads a team of skilled Contact Centre Officers to deliver high-quality, timely and consistent responses to customer enquiries, issues and complaints received via a call centre and other digital channels. The role oversees training, development and performance to support strategic communications and departmental responses, identifies and manages risks and reputational issues, and determines appropriate escalation pathways. Responsible for day-to-day operations, service delivery standards, financial and systems management, and surge service arrangements, the role uses data insights and continuous improvement approaches to provide strategic advice to leadership to enhance customer experience, service delivery and departmental outcomes.

Main Accountabilities

• Oversee day-to-day operations of the Customer Contact Centre, responding to inbound customer enquiries and complaints across multiple channels.
• Ensure enquiries and complaints are resolved in line with service standards, communication strategies, and department and government requirements, including managing risks and complex escalations.
• Lead and manage staff, including core officers and surge services, and oversee surge service contract management and supplier engagement.
• Manage business operations including financial commitments, systems, processes and data integrity, using insights to drive continuous improvement.
• Establish collaborative relationships with the Customer Experience team and stakeholders to resolve matters and provide strategic advice to senior leadership.

The Team

The Manager, Customer Contact Centre Delivery forms part of the Strategic Communications Branch within the Office of the Secretary Group.

The Office of the Secretary provides high-level advice and administrative support to the Secretary and across the organisation to support delivery of departmental objectives. Strategic Communications builds the department's reputation through communications policy and governance, media and issues management, corporate and emergency communications, and selected cost-recovery services. 

About You

You bring demonstrated experience managing a call centre or similar customer-facing service, delivering enquiries and complaints handling and issues management in complex environments. You are strongly customer focused, able to identify and manage risks and reputational issues, and committed to service excellence and continuous improvement. You have proven leadership capability, with experience leading, developing and supporting skilled teams, maintaining training and operational resources, and ensuring high-quality service delivery aligned with organisational standards. 

Further Information

For a confidential discussion, please contact Theo Olariu, Manager, Customer Experience and Support, on 0431 928 903 / Theo.olariu@ecodev.vic.gov.au.

The Department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards.

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

Please note: We are committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Talent Acquisition Team on 0472 875 685 or via email at recruitment@ecodev.vic.gov.au with the position number in the subject line.

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 addressing the key selection criteria outlined in the position description.

Applications close at 23:59pm on 11 January 2026.