Head Of Contact Centres - Melbourne, Australia - Vicroads Registration And Licensing Services

Description

Vic Roads Registration and Licensing Services (RLS) has undergone a major organisational transformation and now, as a corporate entity, is creating a stronger business model to deliver Vic Roads' long-term strategy.

The outcome of this corporate transformation is greater investment in our people, systems and technologies which will not only deliver greater capability internally but enable the delivery of new digital products and services to enhance the experience for our customers, our partners, and the Victorian community.

You have an amazing opportunity to make a truly significant impact on our team, the wider business as well as our stakeholders during this exciting period of growth for the company.

Annual Salary Range:
Commensurate with

Experience Employment Type:
Ongoing - Full-

Time Usual Work Location:

Melbourne CBD -(primary locations)/Ballarat/WFHAbout the Team Sitting within the Customer Service Delivery space of the business, The Contact Centre teams are a dynamic and collaborative team of high achievers, working efficiently to consistently provide excellent customer service and the best outcomes for the Victorian community.

About the Opportunity We have an exciting opportunity for an experienced Contact Centre leader to join our team who are responsible for providing excellent customer service to the community of Victoria through our two Vic Roads Contact Centres.

This is a leadership role where you will be responsible for creating and delivering the company strategy whilst managing the day to day obligations of our Contact Centres.

This will involve leading the centres' staff through a modernisation program, whilst building culture and performance.
About you We are on the lookout for someone who is passionate about customer service and leading by example.

You will be a true leader who has experience in the modernisation of a Contact Centre, particularly those undergoing significant transformation, and you'll be excited by the opportunity to drive change in the business and for customers.

The skills and experience required in the position include, but are not limited to, the following:10 + years of experience in leading a Contact Centre.

Experience in the modernisation of a Contact Centre.
Excellent leadership credentials - with the ability to motivate, mentor, coach and develop team members to achieve their targets.
Ability to lead and manage the development and implementation of significant change programs.
Ability to lead the development and implementation if business improvement strategies.
Ability to provide advanced specialist advice to senior stakeholders that impacts Customer Service.
Worked in a digital Contact Centre with web chat capabilities.

Highly developed communication skills with the ability to communicate complex ideas in a clear, concise manner both verbally and in writing.

Proven ability to solve complex and detailed problems with a logical and data driven approach.

If you are looking for your next challenge where you will get to grow and learn in a unique and supportive environment, then don't hesitate - apply nowWe look forward to hearing from you.

Culture:

To attract, retain and develop talented people, we provide genuine flexibility, a culture that supports people to be their best and on top of that - great opportunities for career development.

We embrace diversity and inclusion and are proud our workforce reflects the community we serve.

What we offer:
Competitive salary and benefits including EAP, Linked In Learning, Specsavers and Fitness discounts and more.
Supportive, diverse, and inclusive work environment.
Opportunities for professional and personal development.
Flexible working arrangements and family friendly practices.
How to Apply Please submit your application via the "Apply" button.
Applications should include a resume and a brief covering letter.
Applications close 11.59pm on Tuesday 7th May 2024.

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 will impact your eligibility for employment in this position with Vic Roads.

Vic Roads 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 Vic Roads as part of the selection process.

Information provided to Vic Roads will be treated in the strictest confidence.

Vic Roads Registration and Licensing Services (RLS)Vic Roads Registration and Licensing Services, which includes Custom Plates, impacts the lives of all Victorians.

With road safety at the heart of everything we do, Vic Roads RLS provides mobility and accessibility by registering 6.2 million vehicles and licensing to almost 5 million drivers a year.

Our customer service network reaches across the State, with 41 Customer Service Centres, 4 Licence Testing Centres, and 3 call centres serving 90-thousand customers a week.

In addition, our digital products and services enable more than 24 million transactions per year.
We also have a growing corporate, technical and commercial business enabling even greater access to our products and services.
Vic Roads Registration and Licensing Services, which includes Custom Plates, impacts the lives of all Victorians.

With road safety at the heart of everything we do, Vic Roads RLS provides mobility and accessibility by registering 6.2 million vehicles and licensing to almost 5 million drivers a year.

Our customer service network reaches across the State, with 41 Customer Service Centres, 4 Licence Testing Centres, and 3 call centres serving 90-thousand customers a week.

In addition, our digital products and services enable more than 24 million transactions per year.
We also have a growing corporate, technical and commercial business enabling even greater access to our products and services.
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