Title:  Team Leader, Customer Service Operations 1

About Us

'Safe journeys, every time'. This is what we strive for at Safe Transport Victoria (ST Vic).

As the safety regulator for commercial passenger vehicles, buses and maritime, what we do impacts the everyday lives of Victorians. Our role is to work with these industries and the communities they serve to ensure a transport system that inspires confidence for users.

We are focused on creating impact by being an intelligence-led regulator, agile to technological disruptions in the market and highly responsive to community expectations and needs.

We are also in the business of thinking big. We are reimagining what’s possible in how we regulate, and we welcome those who are interested in reshaping and redefining how we work.

Safe Transport Victoria is committed to building a culture of ‘working as one’.  This means our people share openly, question respectfully and build together. This also means we invest in our people and provide personal and professional development programs to create a workforce that is empowered, innovative and adaptable.

Job Title

Team Leader, Customer Service Operations

VPS Level

VPS Grade 5

Salary

$116,413 - $140,849 plus superannuation

Work type

Ongoing

About Us

'Safe journeys, every time'. This is what we strive for at Safe Transport Victoria (ST Vic).

As the safety regulator for commercial passenger vehicles, buses and maritime, what we do impacts the everyday lives of Victorians. Our role is to work with these industries and the communities they serve to ensure a transport system that inspires confidence for users.

We are focused on creating impact by being an intelligence-led regulator, agile to technological disruptions in the market and highly responsive to community expectations and needs.

We are also in the business of thinking big. We are reimagining what’s possible in how we regulate, and we welcome those who are interested in reshaping and redefining how we work.

Safe Transport Victoria is committed to building a culture of ‘working as one’.  This means our people share openly, question respectfully and build together. This also means we invest in our people and provide personal and professional development programs to create a workforce that is empowered, innovative and adaptable.

Job Title

Team Leader, Customer Service Operations

VPS Level

VPS Grade 5

Salary

$116,413 - $140,849 plus superannuation

Work type

Ongoing

About the Role

As Team Leader, Customer Service Operations, you will lead the day-to-day delivery and performance of a high-volume customer service team, ensuring consistent, high-quality outcomes for customers and the community.

Reporting to the Senior Manager, Customer Service Operations, you will be responsible for coaching and developing your team, setting clear performance expectations, and using data and insights to drive operational performance and continuous improvement.

This role is pivotal in optimising customer service delivery, identifying opportunities to improve processes, embedding quality assurance practices, and enhancing the overall customer experience.  You will also play a key role in leading change initiatives, including system enhancements and new ways of working, ensuring strong adoption and sustained performance improvement.

Working closely with internal and external stakeholders, you will build collaborative relationships, provide informed advice, and contribute to broader organisational priorities and strategic outcomes.

The responsibilities of the Team Leader Customer Service Operations will include, but are not limited to:

• Lead and support a high-performing customer service team, fostering an engaged, collaborative and accountable culture that delivers consistent service outcomes across multiple channels.
• Set clear performance expectations, monitor and analyse key performance indicators (KPIs), and provide regular coaching and feedback to drive individual and team performance.
• Coordinate training and capability development initiatives to build team skills and ensure compliance with relevant policies, procedures and regulatory requirements.
• Oversee service delivery performance across channels (including phone, digital and chat), maintaining accurate records of customer interactions and operational metrics, and implementing corrective actions to address service gaps.
• Embed and continuously improve quality assurance practices to maintain high standards of customer service delivery.
• Provide informed advice to senior leaders and stakeholders on customer operations, policy, compliance and service performance, contributing to broader organisational priorities.
• Build and maintain strong relationships with internal and external stakeholders, including industry partners, to support improved service delivery and business outcomes.
• Promote a safe, inclusive and flexible working environment aligned with organisational values.
• Lead continuous improvement and change initiatives, including system enhancements and the implementation of new service channels (e.g. chat), ensuring strong adoption and measurable performance uplift.

You will bring demonstrated experience leading customer service operations in a fast-paced, high-volume environment, ideally within a regulatory or compliance-driven setting, with accountability for day-to-day service delivery and team performance. You have proven capability in building and leading high-performing teams, setting clear expectations, coaching and developing staff, and using data and key performance indicators (KPIs) to monitor performance and drive improved customer outcomes.

You have experience operating in a multi-channel customer service environment, including phone and digital channels, with exposure to implementing and optimising chat-based customer service solutions. You are confident balancing customer experience, efficiency and regulatory compliance requirements, and embedding quality assurance frameworks to ensure consistent, accurate and high-quality service delivery.

You demonstrate strong experience in leading continuous improvement and change initiatives, including implementing new systems, processes and ways of working. With well-developed stakeholder engagement and communication skills, you can build trusted relationships, provide informed advice, and support teams through change to deliver improved service, operational and customer outcomes in a complex regulatory environment. Experience with Salesforce or similar customer management systems will be highly regarded.

To access the Position Description, click here

About You

We're looking for an experienced customer service leader who thrives in a fast-paced, high-volume environments and is passionate about delivering exceptional customer outcomes.

You bring a proven ability to lead and develop high-performing teams, setting clear expectations, coaching individuals, and fostering a positive, accountable team culture. You are confident using data and KPIs to guide performance, identify opportunities, and continuously improve service delivery.

You are also experienced in leading change and driving improvement initiatives, whether implementing new systems, refining processes, or embedding new ways of working. You bring strong communication and stakeholder engagement skills, enabling you to build trusted relationships and support teams through change.

Above all, you are collaborative, adaptable and outcomes-focused, with a commitment to continuous improvement and delivering meaningful impact for customers and the community.

Qualifications

Proven experience in Customer Service or a related field as well as professional leadership experience in a fast paced, high-volume environment is required.

Further Information

For a confidential discussion, please contact Jasmine Bhayani, Senior Manager Customer Service operations via email csrecruitment@safetransport.vic.gov.au or mobile 0447443415.

It is an inherent requirement of this position that the employee is ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces.

Other relevant information

Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check.

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.

What we offer you?

ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs and supporting ways of working that help employees balance work and life.  We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+.

A Workplace committed to safety and wellbeing

ST Vic is committed to providing a safe and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements.

Diversity and Inclusion

ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction.

Learning and Development

We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations.

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 of no more than 1 page in length addressing your skills, experience and interest in the position.

Applications close at midnight 10 July 2026

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.

About the Role

As Team Leader, Customer Service Operations, you will lead the day-to-day delivery and performance of a high-volume customer service team, ensuring consistent, high-quality outcomes for customers and the community.

Reporting to the Senior Manager, Customer Service Operations, you will be responsible for coaching and developing your team, setting clear performance expectations, and using data and insights to drive operational performance and continuous improvement.

This role is pivotal in optimising customer service delivery, identifying opportunities to improve processes, embedding quality assurance practices, and enhancing the overall customer experience.  You will also play a key role in leading change initiatives, including system enhancements and new ways of working, ensuring strong adoption and sustained performance improvement.

Working closely with internal and external stakeholders, you will build collaborative relationships, provide informed advice, and contribute to broader organisational priorities and strategic outcomes.

The responsibilities of the Team Leader Customer Service Operations will include, but are not limited to:

• Lead and support a high-performing customer service team, fostering an engaged, collaborative and accountable culture that delivers consistent service outcomes across multiple channels.
• Set clear performance expectations, monitor and analyse key performance indicators (KPIs), and provide regular coaching and feedback to drive individual and team performance.
• Coordinate training and capability development initiatives to build team skills and ensure compliance with relevant policies, procedures and regulatory requirements.
• Oversee service delivery performance across channels (including phone, digital and chat), maintaining accurate records of customer interactions and operational metrics, and implementing corrective actions to address service gaps.
• Embed and continuously improve quality assurance practices to maintain high standards of customer service delivery.
• Provide informed advice to senior leaders and stakeholders on customer operations, policy, compliance and service performance, contributing to broader organisational priorities.
• Build and maintain strong relationships with internal and external stakeholders, including industry partners, to support improved service delivery and business outcomes.
• Promote a safe, inclusive and flexible working environment aligned with organisational values.
• Lead continuous improvement and change initiatives, including system enhancements and the implementation of new service channels (e.g. chat), ensuring strong adoption and measurable performance uplift.

You will bring demonstrated experience leading customer service operations in a fast-paced, high-volume environment, ideally within a regulatory or compliance-driven setting, with accountability for day-to-day service delivery and team performance. You have proven capability in building and leading high-performing teams, setting clear expectations, coaching and developing staff, and using data and key performance indicators (KPIs) to monitor performance and drive improved customer outcomes.

You have experience operating in a multi-channel customer service environment, including phone and digital channels, with exposure to implementing and optimising chat-based customer service solutions. You are confident balancing customer experience, efficiency and regulatory compliance requirements, and embedding quality assurance frameworks to ensure consistent, accurate and high-quality service delivery.

You demonstrate strong experience in leading continuous improvement and change initiatives, including implementing new systems, processes and ways of working. With well-developed stakeholder engagement and communication skills, you can build trusted relationships, provide informed advice, and support teams through change to deliver improved service, operational and customer outcomes in a complex regulatory environment. Experience with Salesforce or similar customer management systems will be highly regarded.

To access the Position Description, click here

About You

We're looking for an experienced customer service leader who thrives in a fast-paced, high-volume environments and is passionate about delivering exceptional customer outcomes.

You bring a proven ability to lead and develop high-performing teams, setting clear expectations, coaching individuals, and fostering a positive, accountable team culture. You are confident using data and KPIs to guide performance, identify opportunities, and continuously improve service delivery.

You are also experienced in leading change and driving improvement initiatives, whether implementing new systems, refining processes, or embedding new ways of working. You bring strong communication and stakeholder engagement skills, enabling you to build trusted relationships and support teams through change.

Above all, you are collaborative, adaptable and outcomes-focused, with a commitment to continuous improvement and delivering meaningful impact for customers and the community.

Qualifications

Proven experience in Customer Service or a related field as well as professional leadership experience in a fast paced, high-volume environment is required.

Further Information

For a confidential discussion, please contact Jasmine Bhayani, Senior Manager Customer Service operations via email csrecruitment@safetransport.vic.gov.au or mobile 0447443415.

It is an inherent requirement of this position that the employee is ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces.

Other relevant information

Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check.

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.

What we offer you?

ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs and supporting ways of working that help employees balance work and life.  We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+.

A Workplace committed to safety and wellbeing

ST Vic is committed to providing a safe and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements.

Diversity and Inclusion

ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction.

Learning and Development

We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations.

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 of no more than 1 page in length addressing your skills, experience and interest in the position.

Applications close at midnight 10 July 2026

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.