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Team Lead, Customer Service Representatives (Vpsg4)

Department of Treasury and Finance - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin

Source: uWorkin


About us

The Department of Treasury and Finance provides economic, financial and resource management advice to help the Victorian Government deliver its policies. The Shared Service Provider (SSP) is part of the Victorian Government's commitment to a whole of Government approach to the provision of shared corporate services including facilitates, accommodation and carpool services to Victorian Government departments and selected agencies.

About the role

1x 12 month fixed term position

The Victorian Government is investing in the wellbeing of Victorian Public Service (VPS) employees by the creation of the Suburban Hubs. The Hubs are designed to maintain productivity and provide access to office infrastructure and the opportunity to work closer to home for some VPS office-based workforces.

SSP is looking for an experienced team leader in customer service to join their team and manage the Customer Service Representative (CSR) staff across the five (5) Hub locations. This role will play a key part in the daily operation of the hubs.

In this role you will be responsible for:

  • Lead and serve as a member of the SSP CSR team
  • Provide support and coaching to the Suburban Hub CSR team to help them deliver a high-quality customer service experience.
  • Coordinate the rostering of the CSR across the Hub locations.
  • Deliver a consistent service experience to all clients, across all customer interface points in accordance with relevant service level agreements.
  • Accurately log and monitor any client/stakeholder requests in relation to HUB facilities and maintenance
  • Ensure all CSR's maintain up to date knowledge of SSP services, teams, and associated processes
  • Triage any complaints, issues or risks that have been escalated

About you

To be considered for this role, you must demonstrate the following:

  • A demonstrated track record of successfully leading, coaching and developing teams in a customer service environment.
  • Effective communication skills and ability to adapt style according to the requirements of each unique customer
  • Ability to effectively assess customer needs and demonstrate sound judgement in providing advice through applying relevant policies, guidelines and processes
  • Experience proactively dealing with a broad range of customers where you effectively managed competing demands to efficiently achieve positive customer outcomes
  • Ability to thrive in a fast-paced ever changing environment.

Please note – this position is based in Melbourne CBD but would require travel to each HUB on a semi-frequent basis. Whilst a driver's licence is not essential it would be beneficial.

Our Culture

We aim to be a model employer providing an inclusive workplace that is understanding and respectful of differences such as gender, identity, race, disability or age. The Department strives to create an environment that supports a flexible and adaptive workforce. All requests for flexible working arrangements will be considered in line with operational requirements.

How to apply

For more information about the position and key selection criteria, please refer to the position description. For questions contact Jessica on jessica.steinbergs@dtf.vic.gov.au

To apply, select the Apply Now button and provide a copy of your resume and cover letter summarising your skills and relevant experience

Applications close midnight Thursday 24 June 2021

If you require a copy of this advertisement in an accessible format, please email careers@dtf.vic.gov.au

Melbourne, VIC

Government, Defence & Emergency


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