Team Leader, Licensing

Excellent leadership opportunity in a fast paced team

12 month fixed term contract

Flexible working arrangements available

11% superannuation

Job Details
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Department: Energy Safe Victoria
Work Type: Fixed term - full time
Job Function: Customer Service / Call Centre
Classification: See Advertisement
Work Location: Melbourne - CBD
Reference: VG/P1256
Closing Date: 23-Aug-2017
Salary Range: See Advertisement
Job Duration: 12 Months
Attachments: PD - Team Leader Licensing - August 2017.pdf (PDF, 73KB)
Job Specification

Contact: Neil Fraser
03 9203 9771

Position Details

Energy Safe Victoria (ESV) is the Victorian Government Statutory Authority responsible for the safety and technical regulation of electricity, gas and pipelines for all Victorians. An exciting 12 month fixed term opportunity has been created to lead the licensing team of ESV. The Licensing Team Leader is responsible for overseeing a small Licensing team to maintain the Licensing Register in relation to the registration of electrical contractors, licensing of electrical workers, licensed inspectors, spotters and line workers.

About the role
Leadership of the Licensing team would consist of rostering team members to ensure coverage of phones, online queries, processing and addressing counter enquiries to provide high levels of customer service. You will also lead the training of your team members, and be accountable for the team's performance management, including ongoing learning and development. To ensure successful cross-skilling and development, you will oversee and allocate workloads appropriately across the team while promoting and maintaining a positive environment with high quality output of work so team members are motivated to perform at their highest levels.

Additional responsibilities include, but are not limited to:

  • Acting as the escalation point when dealing with difficult customers 
  • Providing expert advice to customers on the requirements and processes in relation to licensing and registration.
  • Assisting the team in processing licensing requests and renewals, while providing exemplary customer service
  • Scrutinising the database's integrity and preparing ad hoc reports at management's request
  • Providing continuous evaluation of processes and procedures, suggesting methods to improve and simplify operations, efficiency and service to customers

To be considered for this role you will have:
Customer service best practices and simplifying complexities as areas that you excel in, along with the ability to quickly connect with people while having demonstrated supervisory experience in an administrative context. You will also have a minimum of 5-7 years' experience in a team leader role in a customer oriented environment. You are also an excellent communicator (both verbal, written and numerical) in order to prepare management reports and work cooperatively with your team and stakeholders. With the ability to quickly learn on the fly, you have the ability to analyse and assess existing processes and systems, assist in the design and implementation of improvements to service delivery, and resolve day to day tasks.

If you have a passion for leading teams and smoothing over difficult conversations, we would love to hear from you!

A copy of the position description is available at

Applications should include a resume and cover letter and should be forwarded to by 9:00 am 23 August 2017. For further information, please contact Neil Fraser on 03 9203 9771.


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