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Manager Escalated Resolution & Correspondence (Solar Victoria) (Vpsg6)

Department of Environment, Land, Water and Planning - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin


• Drive continuous improvement in a high volume, fast paced work environment
• Instill a culture of accountability and high-quality customer service excellence
• Location: Melbourne or Morwell An exciting leadership position exists within a customer-centric team, with the opportunity to influence issue resolution strategies.

Opportunity to join the team at Solar Victoria and be a part of the renewable energy revolution!

Reporting to the Director, Customer Experience Delivery, the Escalated Resolutions and Correspondence Manager leads a team responsible for responding to escalated enquiries and complaints about Solar Victoria experiences and processes. Engaging with key stakeholders, the successful applicant will provide resolutions to complex issues and identify opportunities to enhance customer experiences whilst improving the efficiency and effectiveness of service delivery.

The role leads the coordination of a range of Government and ministerial activities for the Solar Victorian Customer Experience team, including managing the workflows and delivery of correspondence, briefs and parliamentary business.

As part of the Customer Experience Delivery leadership team, this role is expected to lead, and project manage strategic customer experience improvement initiatives, as required.

Specialist/Technical Expertise/Qualifications

  • Experience working in a confidential and high volume, fast paced work environment with complex workflows, demonstrating sound judgement and discretion in dealing with sensitive matters. 
  • A strong understanding of government, departmental and Ministerial functions and relationships.
  • Best practice approaches and methodologies to management of complaints and escalations.

This is a fixed term position available until 30 June 2021.

To be considered for this position, your application should include a supporting statement demonstrating that you meet the Key Selection Criteria detailed in the position description, including the Specialist/Technical Expertise/Qualifications and capabilities sections. 

For further information please refer to the attached position description.

Applications close at midnight on Tuesday, 23 February 2021.

Other relevant information:

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

Applicants must possess corresponding work rights to be eligible for appointment for the advertised employment period. To be appointed to an ongoing position you must be an Australian Permanent Resident or an Australian/New Zealand citizen.

We are building an inclusive workplace to help realise the potential of our employees, embrace our differences, and apply our diverse thinking to innovation and delivering services to Victorian communities. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, young people and people from culturally diverse backgrounds.

Melbourne, VIC

Government, Defence & Emergency


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