Team Manager, Customer Contact Centre

VicRoads RLS, founded in August 2022 by a consortium of Aware Super, Australian Retirement Trust, Macquarie Asset Management, and the Victorian State Government, operates under a long term concession deed issued by the State Government. This strategic 40-year partnership is transforming VicRoads RLS into a more commercial, customer-centric, product led and digitally advanced organisation. Our purpose to ‘make services seamless and support safer networks for our communities’ drives our commitment to ensuring our customers get what they need, when they need it.   

Our organisational values steer our actions, decisions and behaviours as we progress on our path of transformation.  

We work collaboratively with the Victorian State Government to ensure we fulfil regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety 

Salary: $100,098 - $120,000 plus Super
Tenure: Permanent ongoing position
Location: Ballarat

About the Opportunity
Are you ready to lead a dynamic team of 15-20 front line staff and shape the future of customer service at VicRoads. Reporting to our Manager Service Delivery, we are seeking an enthusiastic and experienced Team Manager for the VicRoads Contact Centre (VCC) who is passionate about fostering a culture of excellence and innovation. Some travel to Melbourne is required.

Key Responsibilities:

• Cultivating Excellence: Drive a high-performance culture that not only attracts but also retains top talent through dedicated coaching and development programs for your team.

• Collaborative Leadership: Work closely with the Manager and other leaders to enhance the VCC’s operational performance and successfully meet our Key Performance Indicators (KPIs).

• Compliance and Governance: Ensure adherence to compliance, regulatory, and legal obligations while managing attendance, safety, and business continuity effectively.

• Digital Transformation: Lead initiatives that empower employees to assist customers in engaging with VicRoads online, ensuring they have the necessary tools and support to thrive.

• Supportive Environment: Create a motivating workplace culture where all employees feel valued and engaged in their work.

• Integrity and Trust: Uphold our values by managing privacy, data security, and fostering ethical behaviour within the team.

Key Capabilities:

• Proven leadership experience in a high-volume operational environment, with a track record of successfully managing people and performance.

• Strong strategic thinker who can translate vision into actionable operational plans and utilize data to inform decision-making within a digital landscape.

• Exceptional problem-solving skills and the ability to manage complexity and change effectively.

• A passion for employee development, ensuring that all team members receive the coaching and support they need to excel.

Behavioural Competencies:

• Customer Focus: Prioritise the customer experience by implementing digital tools and maintaining high service standards.

• Team Motivation: Foster a collaborative atmosphere that encourages communication, feedback, and professional growth.

• Results-Oriented: Identify and implement process improvements to boost productivity and enhance business performance.

• Transparency: Maintain open communication and build strong, trust-driven relationships with stakeholders and the community.

Why VicRoads
 

At VicRoads, we are committed to service excellence and continuously improving the way our customers interact with us. Join our mission to create efficient and effective customer services that are responsive to our community's needs. With us, you'll have the opportunity to lead with integrity, drive digital innovation, and make a meaningful impact.

Ready to Apply

If you’re an inspiring leader with a passion for customer service and innovation, we want to hear from you! Submit your application for the Team Manager position at VicRoads Contact Centre today!

Join us in shaping the future of transport in Victoria, one customer interaction at a time!

How to Apply
 

Please submit your resume via the “Apply” button.

Applications close 11.59pm on Wednesday 23 April 2025.

For a copy of the Position Description please email [email protected]

Unfortunately, applications cannot be accepted via this email.

Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness.

Failure to comply with this condition of employment may impact your eligibility for employment in this position with Vic Roads. VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.