Team Leader - Customer Experience
The Team Leader, Customer Experience is a member of the Insights and Experience team within the CaRS Division. This role is responsible for leading a team consisting of Customer Experience Advisors, Model Development Lead and Transition and Allocation Coordinator who will monitor, develop and drive service excellence across the Division for our injured workers, providers and other stakeholders. The team will provide call coaching, support complaints management and help inform, develop and execute on key strategies to improve how we deliver a person-centred service.
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| Department: | WorkSafe Victoria |
| Work Type: | Fixed term - full time |
| Job Function: | Customer Service / Call Centre |
| Classification: | See Advertisement |
| Work Location: | Geelong |
| Reference: | VG/4509 |
| Closing Date: | 11-Jul-2025 |
| Salary Range: | See Advertisement |
| Job Duration: | N/A |
| Attachments: | Team Leader - Customer Experience PD 2025.pdf (PDF, 263KB) |
| Contact: | Rebecca McPherson rebecca_mcpherson@worksafe.vic.gov.au |
Position Details
You will be a trusted leader and will foster an environment that encourages collaboration and innovation and take pride in high quality service delivery. You recognise the need for strong and sustained performance, and the importance of the wellbeing of each team member. This is reflected in your day-to-day workflow, people leadership, and the team culture you foster.
- Create and foster a person-centred approach for the team and division, where the injured worker is placed at the centre of their recovery and empowered to lead and take ownership
- Manage the daily workflow of the team to ensure Recovery and Support Advisors, Coordinators and Officers receive the appropriate call coaching and complaints management support and guidance
- Drive a team culture within the team and division that values and utilises a collaborative approach to supporting recovery and return to work, ultimately leading to improved experience and outcomes for injured workers
- Lead the development and execution of strategies to facilitate the capability uplift of Recovery and Support Advisors, Coordinators and Officers in relation to service excellence that supports the improvement of outcomes for injured workers
- Monitor performance of team members against KPIs, including identifying opportunities for improvement and mentoring and coaching team members
About you
You have outstanding leadership skills with experience in coaching and mentoring staff. You also have previous experience in a personal injury, health social services or disability context
- Contemporary attitude to case management which includes understanding and knowledge of long-term injury and disability and its impact on individuals
- Excellent interpersonal and influencing skills with all levels of staff and external parties
- Conflict resolution skills and the ability to handle challenging situations and to act in a professional and responsive manner
- Working knowledge of Victorian Workers Compensation Legislation and relevant compliance
- Knowledge of WorkSafe and its stakeholder landscape
Qualifications
- Relevant tertiary qualifications and/or equivalent experience in case management, rehabilitation, medical and paramedical, disability, social services or other relevant field
Applications close 11:00pm on Friday 11th July. Click the link to apply and join us in making a difference to Victorian lives.
