Branch Manager, Customer Services One (1) ongoing role in the Customer Services BranchSalary $157,356, plus 11.5% superannuation – VPS Grade 6.2Based in Ballarat, with hybrid working opportunitiesWhat we offer The State Revenue Office is the Victorian Government's revenue management agency, administering a range of taxes, duties, levies, grants and subsidies.
We aim to develop our people to achieve great outcomes for the Victorian community. We offer flexible working arrangements and a workplace culture that is rewarding and productive, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. We are an equal opportunity employer that is committed to providing an inclusive, accessible and safe working environment.
The opportunity The Branch Manager leads the Customer Services branch, a multi-channel contact centre handling enquiries across all legislative acts, rebates and subsidies administered by the SRO. Forming part of the SRO's senior management team, the role has responsibility for developing a highly engaged, customer centric culture that delivers excellence across all aspects of contact centre performance, supporting the SRO to achieve its vision to be recognised as one of Victoria's top performing organisations.
Reporting to the Executive Director, Business Revenue and Customer Services, you will be responsible for:
Building and maintaining a highly engaged, customer centric cultureActively monitoring and improving all key contact centre performance measuresDeveloping a strong network of internal and external relationships that contribute to the delivery of business outcomesWho we are looking for To be successful in this role, you will have:
Demonstrated senior management experience leading a medium to large contact centreExtensive experience building and maintaining engaged, high-performing teamsOutstanding communication skills and the ability to collaborate effectively with a range of internal and external stakeholdersProven experience working in a fast-paced customer service environment characterised by constant changeHow to apply Submit an application via the 'Apply now' button by 11.59pm on Monday 10th March 2025. You will need to:
upload a cover letter addressing key selection criteria numbers 1 and 2 in the position descriptionand a resume.More information You can find out more about this role via the position description. You can also contact Corrie Thomas, Executive Director – Business Revenue and Customer Services, on. If you need a copy of this advertisement in an accessible format or you require any adjustments to assist you to participate in the recruitment process, email .
Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, qualifications, work history, work visa, and police record history.
This role may be subject to a probation period.
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