Support Lead, Common Corporate Support Branch, Service Management

About the role:

The Support Lead is an integral part of the Service Management Unit, working closely with staff in the Common Corporate Support Branch assisting in delivery of key services to staff and stakeholders.

Reporting to the Principal Delivery Partner, Workplace Services, this role will contribute to overseeing services in the Workplace Services remit in order to meet the agreed service requirements with suppliers and key clients, including governance, audit, reporting and service improvement.

The Support Lead will oversee enabling functions to support operation of the in-person customer kiosk on Level 4, including scheduling of staff to ensure appropriate coverage, maintenance of Standard Operating Procedures (SOPs), and training materials. The Support Lead will work closely with Managers and Leads of the services delivered through the kiosk and use their judgement and initiative to ensure operations and supporting materials are updated according to their own monitoring and reporting of service levels, staff and customer feedback.

Integral to the success of this position will be capacity to operate in an environment of change and an ability to drive and implement initiatives and efficiencies that will improve the delivery of services across the department, and positively impact the customer service expectation of the department's employees.

All staff within the branch work flexibly to ensure the effective delivery of the various services required under the Shared Services Agreement. This includes engaging with customers through multiple channels, such as OurService, email, Microsoft Teams, in-person interactions, and telephone lines.

The work is fast paced and would suit an individual who is able to lead a team in achieving results whilst responding to a rapidly changing environment.

About us:

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

About you:

Resolves operational service delivery problems consistent with program objectives

Develops guidelines within the work area

Prepares reports, briefs and correspondence on complex issues that impact at program or organisational level

Develops and implements operational communication and consultation strategies on specific projects

Applies sound theoretical and practical expertise in development of policy options

Qualifications/Specialist Expertise:

A tertiary qualification in the fields relating to business administration or communications would be desirable.

Demonstrated knowledge of relevant policy and processes relating to contact centre operations would be desirable.

What we offer:

The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.

A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.

A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply:

Applications should include a resume and a cover letter. Click the `Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@health.vic.gov.au. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

If you have any queries in relation to recruitment processes at Health, or experience any issues in applying, please feel free to email talentacquisition@health.vic.gov.au. Please note that unsolicited applications will not be replied to. If you have questions regarding the role specifically, we would advise you to reach out to the contact listed on the advertisement directly.

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