Team Lead, Customer Service Representatives (VPSG4)

Job posted: 18/07/2021
Applications close: 01/08/2021 (Midnight)
8 days remaining

8 days remaining

Job Description

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Treasury and Finance

Salary: $87,640 - $99,438

Occupation: Customer Service/Call Centre

Reference: VG/DTF/CGS/1550723

Reference: VG/DTF/CGS/1550723

Occupation: Customer Service/Call Centre

Salary Range: $87,640 - $99,438

Work location: Melbourne | CBD

We require a highly motivated Team lead, Customer Service Representative in the Department of Treasury and Finance

We require a highly motivated Team lead, Customer Service Representative in the Department of Treasury and Finance (DTF).  This role will manage the Customer Service Representatives across our new GovHubs.  The GovHub model is a new accommodation concept for the Victoria Government and incorporates multiple Departments and Agencies, open plan office accommodation, collaboration spaces, shared meeting rooms and much more. 

DTF provides economic, financial and resource management advice to help the Victorian Government deliver its policies.  We strive for excellence in financial and economic management to improve the lives of all Victorians.

About the role

This is a VPS 4 ongoing Team lead, Customer Service Representative role and the key accountabilities are:

  • Lead and serve as a member of our Customer Service Representative (CSR) team
  • Provide support and coaching to the GovHub 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


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
  • 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


Other Benefits

  • Join a new accommodation concept that has been rolled out across the whole of government, this provides you with the opportunity to develop processes and procedures and make the role your own
  • Opportunity to engage with stakeholders at all levels across the whole of government
  • Opportunity to develop capability and to lead an excited and highly motivated new team
  • Learn and develop your skillset, you will be surrounded by professionals that have a wealth of experience and knowledge
  • Join a high performing, collaborative and supportive central agency


How to apply

For more information about the position and key selection criteria, please refer to the position description. If you have specific questions regarding the role, please contact Stephanie Leonard on stephanie.leonard@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 1/8/21

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


Team Lead, Customer Service Representatives (VPSG4)

Job type:

Full time

Job classification:



Stephanie Leonard | stephanie.leonard@dtf.vic.gov.au

Team Lead, Customer Service Representatives (VPSG4)