Work Type: Fixed-term - Full-time
Salary: $138,631 - $185,518
Grade: VPS 6
Occupation: Communications, marketing and media
Location: Melbourne - CBD and Inner Metro suburbs
Reference: VG/100593A
Manager, Customer Contact Centre Delivery
Salary: $138,631 – $185,518 (plus superannuation)
Tenure: Fixed term until 26 February 2027
Usual hours of work: Full time (flexibility may be available)
Usual work location: 121 Exhibition Street, Melbourne VIC 3000 (flexibility may be available)
The Role
The Manager, Customer Contact Centre Delivery leads a team of skilled Contact Centre Officers to deliver high-quality, timely and consistent responses to customer enquiries, issues and complaints received via a call centre and other digital channels. The role oversees training, development and performance to support strategic communications and departmental responses, identifies and manages risks and reputational issues, and determines appropriate escalation pathways. Responsible for day-to-day operations, service delivery standards, financial and systems management, and surge service arrangements, the role uses data insights and continuous improvement approaches to provide strategic advice to leadership to enhance customer experience, service delivery and departmental outcomes.
Main Accountabilities
The Team
The Manager, Customer Contact Centre Delivery forms part of the Strategic Communications Branch within the Office of the Secretary Group.
The Office of the Secretary provides high-level advice and administrative support to the Secretary and across the organisation to support delivery of departmental objectives. Strategic Communications builds the department's reputation through communications policy and governance, media and issues management, corporate and emergency communications, and selected cost-recovery services.
About You
You bring demonstrated experience managing a call centre or similar customer-facing service, delivering enquiries and complaints handling and issues management in complex environments. You are strongly customer focused, able to identify and manage risks and reputational issues, and committed to service excellence and continuous improvement. You have proven leadership capability, with experience leading, developing and supporting skilled teams, maintaining training and operational resources, and ensuring high-quality service delivery aligned with organisational standards.
Further Information
For a confidential discussion, please contact Georgia Carrington, Director, Communications and Media, at [email protected].
The Department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards.
Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with the Department. For further information on the position, please refer to the attached position description.
Please note: We are committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Talent Acquisition Team on 0472 875 685 or via email at [email protected] with the position number in the subject line.
How to Apply
Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter addressing the key selection criteria outlined in the position description.
Applications close at 23:59pm on 11 January 2026.