Complaint Manager jobs in Melbourne VIC

About the Role

This role sits within The Dispute Settlement Centre of Victoria (DSCV), who provide free dispute resolution services across Victoria. DSCV’s purpose is to empower and assist the Victorian community to prevent and appropriately resolve issues, alleviate pressure on the judicial system and help the community to thrive.

This Team Manager role oversees a team of Dispute Assessment Officers (DAOs) who work with people in dispute, both individually and together, to explore opportunities to resolve their issues.

The Team Manager is responsible for leading the delivery of high-quality intake and assessment services, providing case management support and practice supervision to DAOs, and supporting operational processes to contribute to effective and consistent service delivery.

The role oversees workload allocation, service quality, escalation management and staff performance to meet service standards and operational targets. Working closely with other Team Managers and Support team members across the Customer Care division, the position contributes to coordinated service delivery, continuous improvement and a shared understanding of operational performance and outcomes.

Key Accountabilities

• Lead and manage contact centre operations to ensure timely, high‑quality and consistent customer service outcomes in accordance with legislation, policy and service standards.
• Provide people leadership to frontline Customer Care teams, setting clear expectations, supporting wellbeing and fostering a collaborative, customer focused culture.
• Manage individual and team performance, establishing goals, monitoring outcomes and supporting capability uplift through coaching, feedback and call quality monitoring.
• Provide expert advice and escalation support on complex customer service, policy and operational matters, resolving difficult enquiries and complaints using sound judgement.
• Identify trends, risks and emerging issues from customer contact and operational data and provide timely insights and recommendations to senior management.
• Oversee quality assurance and continuous improvement activities, contributing to service improvements, workforce capability and operational effectiveness.
• Prepare and review correspondence and advice for customers, stakeholders, executives and ministerial offices, ensuring accuracy, clarity and professionalism.
• Identify workforce and development needs and support training and change initiatives aligned to organisational priorities and future service demands

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Managing People: Communicates role expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.
• Working Collaboratively: Build a supportive and cooperative team environment; engages other teams to share information in order to understand or respond to issues; support others in challenging situations.
• Managing Difficult Conversations: Listens to and acknowledges that the concerns of others have been heard; clarifies problems; seeks options to resolve conflict.
• Customer Focus: Monitors customer satisfaction to gain critical insights; looks for continuous improvement opportunities and ways to innovate.
• Team Management: Aligns work activities with operational plans and organisational values and goals through effective people management and role modelling. Allocates tasks in line with roles defined.
• Promote Inclusion: Pays attention to words, expression and body language; recognises behaviours that promote a culture of inclusion. Hold self and team accountable towards being inclusive to individuals from diverse backgrounds. Takes corrective actions when behaviours displayed do not promote an inclusive workplace.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position-Description-Team-Manager-Customer-Care.

How to apply

Apply before the advertised closing date 11:59pm on 13th November 2026. All applications should include:

• a resume; and

• a cover letter which addresses the key selection criteria (within three pages).

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

Posted