Webchat Services Team Manager

Exciting opportunity to work collaboratively with the Legal Help leadership team to ensure the effective and efficient administration of Legal Help’s webchat services
Job Details
VLA Logo
Department: Victoria Legal Aid
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VLA4
Work Location: Melbourne - CBD
Reference: VG/2203
Closing Date: 22-May-2022
Salary Range: $95,043 - $118,801
Job Duration: N/A
Attachments: Webchat Services Team Manager PD #2203.docx (Word, 141KB)


Candidate application form - Webchat Services Team Manager #2203.docx (Word, 144KB)


Contact: Elizabeth Le, Operations Manager
(03) 9280 3847

Position Details

  • Full time ongoing position
  • Salary commensurate with experience, range: $95,043-$118,801 plus superannuation
  • Attractive employee benefits including salary packaging

About the role:
As Webchat Services Team Manager you will be responsible for leading the webchat client service delivery channel and will work collaboratively with the Legal Help leadership team to improve the service's quality frameworks and protocols that ensure the webchat service is effectively managed and continues to meet and adapt to the needs of the community. You will be passionate about creating a seamless customer experience and responsible for all customer engagement via our webchat channel.

In this role, you will actively review the client experience and the delivery of our digital services. You will lead a team of legal help lawyers and officers and will supervise and support staff, including assisting in coaching and development, handling complaints, and managing escalated queries.

About you:
You will have experience in managing digital and phone service channel teams that provide client services. You will have team management experience, as well as display a high level of aptitude and skill with respect to ensuring your team feels supported whilst ensuring you also influence and drive change with the ability to plan and meet deadlines in a busy environment with competing priorities.

This role will suit candidates who thrive in a fast-paced environment, are passionate about technology and who have excellent analytical and problem-solving skills to deliver results.

About Victoria Legal Aid:
Our vision is for a fair and just society where rights and responsibilities are upheld. With over 1000 staff employed in 15 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems. We also provide legal representation to those who need it most.

Employee benefits:
We offer attractive employment benefits including salary packaging (making part of your salary tax-free), flexible working arrangements under a hybrid work model, family friendly policies and opportunities for professional development. Whilst the work is challenging, you will be rewarded with a culture that is focused on achieving quality outcomes for disadvantaged Victorians.

How to apply:
Please submit a current resume and completed candidate application form (listed within the file attachments as a Word document). You must complete the candidate application form to be considered for this role, separate responses to the KSC outlined in the position description are not required. Please also include the contact details of two referees.

VLA employees are required to comply with the Victorian Minister for Health's mandatory vaccination orders and therefore must be vaccinated against COVID-19. It is also a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

For further information review the attached position description or contact Elizabeth Le, Acting Operations Manager on (03) 9280 3847.

No agency applications will be accepted.

Applications close by 11.59pm on Sunday 22 May 2022


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