General Manager, Information and Dispute Services Centre

The Department of Justice and Regulation delivers high quality services to Victorians and supports a safe, just, innovative and thriving Victoria.

We provide professional, value for money services that are driven by our values: working together, making it happen, respecting other people, serving the community and acting with integrity.

Through our commitment to diversity and equality, we are actively engaged in promoting and maintaining a safe and inclusive work environment where all employees are respected, valued and supported.

Our employees are key to our success, and bring new and creative responses to issues and challenges we face in our work and the delivery of quality services to the Victorian community. We proactively seek to employ people of any gender, age, religion, sexual orientation, with a disability, and varied cultural backgrounds. In addition, we have a firm commitment to increase participation of Aboriginal and/or Torres Strait Islander people across our workforce.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

Working flexibly is considered business as usual at the Department of Justice and Regulation. All requests for flexible working arrangements will be considered in line with operational requirements.

Department policy stipulates that salary upon commencement is paid at the base of the salary range for the relevant grade. Any above base requests require sign off by an executive delegate and will be by exception only or where required to match the current salary of Victorian Public Service staff transferring at level.

If you require a copy of this advertisement or any attached documentation in an accessible format, such as large print, please email

If a career that can give you the opportunity to contribute to a safe and just Victoria appeals to you, we look forward to receiving your application.
Job Details
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Department: Department of Justice and Regulation
Work Type: Fixed term - full time
Job Function: Customer Service / Call Centre
Classification: VPSG6
Work Location: Melbourne - CBD
Reference: VG/_DJ8808
Closing Date: 08-Mar-2018
Salary Range: $115,136 - $154,076
Job Duration: Two years
Attachments: No File Attached
Contact: Tracey Curro (SHK Executive) or +61 3 8620 8023

Position Details

  • Strategic and operational accountability
  • Reimagine future service model
  • Lead transition to new regional hub

Consumer Affairs Victoria (CAV) empowers Victorians to exercise their consumer rights by providing them with information and support. Last financial year, CAV connected with over 300,000 callers to its telephone service and responded to almost 60,000 written and online queries. From early 2021, CAV's Information and Disputes Service Centre will operate from the planned GovHub in Ballarat.  

The General Manager, Information and Disputes Services will optimise this opportunity to redefine CAV's Service Centre operational model, and tightly manage risks associated with the workforce transition. Reporting to the Director Information Services and responsible for oversight of circa 100 FTEs, the appointee is expected to maintain current service delivery performance while leading the planning and strategies essential to a successful relocation.

This will demand a significant focus on staff engagement, retention, workforce development, and reinforcing a strong cultural identity with CAV's mission and purpose. 

You are a tertiary qualified change leader with proven ability to articulate a vision that galvanizes your team and fosters loyalty and cohesion. Experienced in a contact centre environment in a regulatory ecosystem, you present with a compelling track record as an innovator and leader of continuous enhancement in service delivery. You effectively manage daily operations while maintaining focus on strategic objectives. A passion for social impact and your naturally collegiate style align with CAV's purpose and values.  

For a Position Description and other information about this Victorian based opportunity, please email Tracey Curro at SHK Executive on quoting Ref# JO-1802-26387. For a confidential discussion, please call +61 3 8620 8023.



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