Team Leader Dispute Resolution

Required. <h2>The Dispute Settlement Centre of Victoria</h2> <p>The <strong>Dispute Settlement Centre Victoria (DSCV)</strong> works in partnership with business units across the Department of Government Services to empower and support the Victorian community in preventing and resolving disputes appropriately.</p> <p>DSCV delivers timely, fair, and cost-effective dispute resolution services that reduce pressure on the judicial system and contribute to stronger, more resilient communities across Victoria.</p> <h2>About the role</h2> <p>The Dispute Settlement Centre of Victoria provides a range of alternative dispute resolution services to the Victorian community.</p> <p>The service assists Victorians to resolve their disputes through Dispute Assessment Officers providing information, engaging with both parties via the telephone to negotiate agreements or through the delivery of formal mediation services.</p> <p>The Dispute Resolution Team Leader role is part of the leadership team and works closely with DSCV managers to promote an operational understanding of performance and success. The role <a name="_Hlk169267774"></a>will be responsible for providing leadership and direction to Dispute Assessment Officers after initial enquiries have become dispute resolution cases.</p> <h2>Key Accountabilities</h2> <ol> <li>Ensure Dispute Assessment Officers provide a high quality, efficient, accessible and consistent dispute resolution service, with a focus on promoting early resolution.</li> <li>Monitor the delivery of team goals and measures and evaluate the contribution of individual team members to performance targets.</li> <li><a name="_Hlk169267841"></a>Provide onsite leadership to Dispute Assessment Officers based in the Melbourne office.</li> <li>Identify staff development needs and training initiatives in accordance with organisational requirements and quality assurance frameworks.</li> <li>Engage in case discussions with Dispute Assessment Officers to ensure the most appropriate options are used for resolution, escalating complex cases to DSCV leadership.</li> <li>Identify, resolve and record operational service delivery issues and develop strategic solutions in consultation with the DSCV leadership team and the consolidated contact centre team.</li> <li>Prepare draft responses to enquiries and complaints for the Senior Manager, DSCV.</li> <li>Contribute to the development of team projects, work plans and goals and ensure they align with whole of Dispute Services vision and plan to deliver on evolving organisational priorities.</li> </ol> <h2>Key selection criteria</h2> <ol> <li><strong>Managing People: </strong>Communicates role expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.</li> <li><strong>Develop Capability: </strong>Actively seeks to improve others’ skills and talents by providing knowledge, constructive feedback, coaching and learning opportunities; consistently develops team capability; Recognise and develop potential in others.</li> <li><strong>Flexibility and Adaptability: </strong>Accept changed priorities without undue discomfort. Responds quickly to changes. Comfortable working in collaboration with teams outside of own organisation.</li> <li><strong>Interpersonal Skills: </strong>Demonstrates ability to create and confirm a shared understanding when working with others; understand motivations, needs and wants of stakeholders and their impact on service delivery; tailor communications according to audience and/or audience preference.</li> <li><strong>Innovation and Continuous Improvement: </strong>Seeks opportunities for continuous improvement and ways to innovate; offers suggestions and ideas, encourages others to do the same; leverage on existing continuous improvement systems and procedures to improve outcomes, quality and efficiency of work; creates space for learning and innovation by seeking for input and feedback from others.</li> <li><strong>Critical Thinking and Problem Solving: </strong>Resolves issues through deep understanding or interpretation of existing guidelines. Where guidelines are not available, analyses ideas available and takes action independently, or in consultation with others to resolve problems. If required, determine additional information needed to make informed decisions. Applies critical thinking and problem-solving concepts in the right context.</li> </ol> <h3><strong>Technical expertise</strong> <strong> </strong></h3> <ul style="list-style-type: square;"> <li>Demonstrated client service experience in an Alternative Dispute Resolution (ADR) environment.</li> </ul> <h3><strong>Highly desirable</strong></h3> <ul style="list-style-type: square;"> <li>National Mediator Accreditation.</li> </ul>