Contact Centre Supervisor

at  Department of Justice and Community Safety

• Manage the daily operation of the FAS contact centre, ensuring that the contact centre meets daily service targets and functional responsibilities.
• Ongoing positions
• VPS5: $106,534 – 128,897 + superannuation
  The Department of Justice and Community Safety are seeking Contact Centre Supervisor to join the new Victims of Crime Financial Assistance Scheme, to respond to complex enquiry & identify and act on priority and urgent matters.Meetings are held in person at Melbourne CBD location and on-line.
  About the Business Unit
  This is an exciting opportunity to deliver a major new initiative for victims of crime. The FAS is a landmark reform that will replace the judicially based Victims of Crime Assistance Tribunal with an administrative scheme that prioritises the needs of victims and supports their recovery from violent crime.
  The FAS is highly anticipated by victims and stakeholders and represents a major leap forward in the Victorian Government’s response to victims of crime. Established under the Victims of Crime (Financial Assistance Scheme) Act 2022 the FAS will provide financial assistance through a simple and easy to navigate process that is fair, sensitive, and responsive to victims’ needs. It will acknowledge harm done and be trauma informed, with a priority focus on being inclusive and culturally safe.
  Reporting to the FAS Senior Operations Manager you will be responsible for leading a team of contact centre officers.
  About the Role

Qualifications

• A relevant tertiary qualification or equivalent experience in fields related to community and social services, social policy, social work, law, or public administration is essential

DUTIES WILL INCLUDE:

• Manage a team of Contact Centre Officers who provide application support and information via inbound and outbound calls and emails. Provide direct support and feedback to the team through regular supervision and debriefing.
• Manage the daily operation of the contact centre including allocation of resources, management of incoming work, communication with staff and stakeholders, handling escalations, completion of reports, auditing outputs and ensuring that contact centre meets daily service targets and functional responsibilities.
• Respond to complex enquiries, and act on urgent matters. Assist staff in providing information for more complicated issues.
  To learn more about this role before applying, please read the attached position description.
  About you

TO BE SUCCESSFUL IN THIS ROLE, YOU WILL HAVE:

• Specialist experience in leading or developing a call centre team in a complex service delivery environment.
• An advanced theoretical understanding of the victim support service system and/or criminal justice system.
• Authoritative understanding of the nature and dynamics of family violence and sexual assault including best practice models for responding to victims of family violence and sexual assault.

Qualifications

• A relevant tertiary qualification or equivalent experience in fields related to community and social services, social policy, social work, law, or public administration is essential.

How to Apply
Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.
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 get in touch with the contact person listed on this ad.
Applicants are welcome to utilise support from the Aboriginal Workforce Unit throughout the recruitment process. Aboriginal candidates are encouraged to contact Aboriginalworkforce@justice.vic.gov.au if they would like cultural support and guidance through the application process.