About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission. 

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'. 

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, consumer, civil, administrative and human rights matters. VCAT is committed to delivering fair, efficient and affordable justice, with a strong focus on accessibility, service transformation and improving the experience of people who come to the Tribunal.

About the Role

The Service Leader is a key management role within VCAT's Service Delivery Group, providing leadership and support to frontline teams operating in a high-volume, fast-paced service environment.

The Service Leader oversees daily operations, promotes consistent service delivery and supports staff to meet organisational priorities.

This is a 12-month fixed term VPS4 position based at VCAT's Melbourne CBD location. The role operates within a hybrid work environment, with an appropriate level of onsite presence required to support staff, oversee service delivery and engage with key stakeholders within the Tribunal.

Duties include:

• Leadership and support to frontline contact centre staff
• Develop capability and managing performance
• Manage recruitment, onboarding and training activities, support effective workforce planning and resource allocation across service channels to meet operational needs and organisational objectives
• Identify improvement opportunities and provide recommendations to improve operational performance
• Implement service improvement initiatives that enhance staff capability, service consistency and the Tribunal user experience
• Work collaboratively with stakeholders to build effective relationships, share knowledge, and support organisational objectives.

About You

• You will be an experienced people manager from within a contact centre or service delivery environment. You are able to support staff while balancing the needs of the Victorian public, Tribunal requirements and operational priorities.
•  You will demonstrate sound judgement and strong communication skills, with the ability to build and maintain effective relationships with key stakeholders across the organisation to support collaboration and informed decision-making.
• You will be comfortable supporting staff through change, as well as managing difficult conversations.

You can demonstrate:

• experience in leading and developing teams in a contact centre or high-volume service delivery environment
• sound judgement in managing workload, resourcing and service priorities
• strong communication skills, including the ability to support staff through complex or challenging interactions
• stakeholder management and the ability to work collaboratively across teams
• a commitment to service excellence and continuous improvement
• flexibility and adaptability in response to changing priorities

Benefits

• A strong sense of belonging to a collaborative team with strong support among colleagues.
• A sense of purpose helping the Victorian community access fair, efficient and affordable justice.
• Access to purchase a 'fitness passport' supporting your health and wellbeing with access to gyms and pools at a discounted rate.
• Competitive VPS employment conditions, including flexible leave entitlements.
• Professional development and career development opportunities.

How to apply

Click the 'Apply Now' button, ensuring you include the following in your application:

• resume
• a short cover letter

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.