Team Manager

Company description:

About Us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government.  We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.  We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

You can find out more about our Ministers, leadership and entities here: Department of Government Services.

About the Group

The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery. The group uses industry-leading delivery principles for shared services and supports the development of sustainable and efficient whole-of-Victorian Government (WOVG) shared services.

Job description:

About the Role

The Team Manager is responsible for the day-to-day operational management of a Customer Care team , ensuring the efficient and consistent delivery of frontline services across multiple contact channels. The role oversees workload allocation, service quality, escalation management and staff performance to meet service standards and operational targets.

Key Accountabilities

• Provide people leadership to frontline Customer Care teams, setting clear expectations, supporting wellbeing and fostering a collaborative, customer focused culture.

• Manage individual and team performance, establishing goals, monitoring outcomes and supporting capability uplift through coaching, feedback and call quality monitoring.

• Provide expert advice and escalation support on complex customer service, policy and operational matters, resolving difficult enquiries and complaints using sound judgement.

• Identify trends, risks and emerging issues from customer contact and operational data and provide timely insights and recommendations to senior management

About You

To be successful in this role, you will need to demonstrate experience in the following areas:

• Managing People: Communicates role expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.

• Managing Difficult Conversations: Listens to and acknowledges that the concerns of others have been heard; clarifies problems; seeks options to resolve conflict.

• Customer Focus: Monitors customer satisfaction to gain critical insights; looks for continuous improvement opportunities and ways to innovate.

• Team Management: Aligns work activities with operational plans and organisational values and goals through effective people management and role modelling. Allocates tasks in line with roles defined.

This role is an ongoing position and based in our Melbourne CBD office. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description

How to apply

Apply before the advertised closing date 11:59pm on 25 August 2026. All applications should include:

·       a resume; and

·       a cover letter which addresses the key selection criteria (within three pages).

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.  Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.