Team Leader - Customer Resolutions Roads (Metro)

The Department of Transport brings together all transport modes to design, plan, build and operate Victoria's transport system. Our job is to further integrate the transport network and improve the delivery of services to Victorians for simpler, quicker and safer journeys that connect people and places and support Victoria's prosperity and liveability. We are excited to offer this opportunity for you to become part of the Department that delivers more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.
Job Details
Department: Department of Transport
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VPSG4
Work Location: Melbourne - CBD
Reference: VG/80008863_NEW
Closing Date: 28-Jun-2022
Salary Range: $90,067 - $102,192
Job Duration: N/A
Attachments: CXD Team Leader Roads Customer Resolutions VPS4.pdf (PDF, 445KB)
Job Specification

Contact: Jessica McCabe
jessica.mccabe@roads.vic.gov.au

Position Details

Team Leader - Customer Resolutions Roads

  • Annual Salary Range: VPS4 $90,067 - $102,192
  • Tenure: Ongoing
  • Employment Type: Full Time
  • Usual Work Location: Melbourne CBD

About the Team

Transport Communication & Experience is a Division in the Department of Transport, and supports the Department to deliver on the Government's transport agenda, to get people home sooner and safer and to efficiently move more goods in Victoria's thriving economy.

About the Opportunity

The purpose of this role is to provide leadership to a team of customer service staff to deliver improved customer service outcomes. Key to the role is the ability to support staff in dealing with complex issues resulting in the delivery of an overall improved customer experience.

About You

  • Influence stakeholder to create connections with our customers and listen to them, understand their needs to achieve successful outcomes.
  • Lead the delivery of a reliable service to consistently high standards, treating customers with respect, under general functional supervision.
  • Effectively identify issues, implement innovative solutions or escalate and seek advice from others to resolve problems resulting in change that adds value to our customers.
  • Effectively motivate and develop employees including demonstrating empathy when mistakes are made and supporting individuals to amend their approach to achieve better service outcomes.
  • Develop innovative communications responses to complex problems to drive continuous improvement.
  • Exercise professional independent judgement to work towards goals that benefit the team, which includes contributing ideas and participating in team activities appropriately.


Culture and Benefits

The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life. We are focused on providing a workplace environment that is rewarding, enjoyable, healthy and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. More information on the PD attached.

How to Apply

Applications should include a resume and a covering letter. Applications close 11.59pm on 28 June 2022.

Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness. Failure to comply with this condition of employment will impact your eligibility for employment in this position with DoT.

For a confidential discussion regarding this opportunity, please contact Jessica McCabe, Manager Customer Resolutions Roads at jessica.mccabe@roads.vic.gov.au. Preferred applicants may be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.


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