About the Department The department provides a wide range of learning and development support and services. The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres. About the Victorian School Building Authority The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s. The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants. With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program. About the Division The Corporate Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable. The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, distribute our e-newsletters and organise ministerial and other events for our projects. The Division also leads the organisational customer service reform and uplift program. About the Role The Senior Customer Service Advisor plays a pivotal role in implementing and driving the VSBA's customer service strategy. Reporting to the Manager, Customer Service and Quality Assurance Unit, this position is responsible for developing, refining, and maintaining reporting frameworks to support data-driven decision-making, with a focus on leveraging PowerBI to enhance reporting capabilities and insights. The Senior Advisor will oversee the day-to-day operations of the VSBA's 1800 line and public-facing email, ensuring high-quality service delivery, efficient response times, and effective resolution of enquiries. In collaboration with the Customer Service Team Leader, the Senior Advisor will support the team in identifying opportunities for process improvements, streamlining workflows, and utilising automation tools to increase efficiency and accuracy. This role also involves engaging with multiple stakeholders across the organisation to ensure alignment with broader strategic goals and contributing to continuous improvement initiatives within the team and across the VSBA Key Accountabilities: Oversee the day-to-day operations of the Quality Assurance and Customer Service team, ensuring streamlined processes, efficiency, and high-quality service delivery. Support the planning, development, and implementation of initiatives that enhance service delivery, working collaboratively with stakeholders to improve processes, systems, and customer engagement. Ensure the effective management of customer enquiries and complaints, maintaining consistency, compliance, and high service standards. Leverage customer relationship management (CRM) systems and reporting tools to track service performance, identify trends, and support strategic decision-making. Conduct research and analysis to identify opportunities for process improvements, automation, and service optimisation, supporting data-driven decision-making. Provide expert advice on service delivery improvements, identifying and implementing initiatives that enhance operational efficiency and customer experience. Develop clear, well-structured process documents, reports, and training materials, using strong written and verbal communication skills to present information effectively to senior leadership and a variety of stakeholders. Prepare reports, briefs, and presentations for senior leadership, tracking project progress and ensuring initiatives are delivered on time and to a high standard. Collate and analyse customer service data to monitor trends, measure performance, and drive continuous improvement initiatives. Develop and refine communication materials, ensuring clarity, consistency, and alignment with the team's objectives and broader organisational goals. Lead or contribute to key projects and initiatives that improve service delivery, streamline workflows, and enhance customer interactions, ensuring alignment with best practice approaches. All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team. Attributes The ideal candidate will possess a strong understanding of reporting frameworks, data analysis, and process automation, with demonstrated experience in leveraging tools such as Power BI to drive insights and efficiency. They will have excellent problem-solving and critical thinking skills, enabling them to identify opportunities for improvement and implement effective solutions. Strong communication and stakeholder management abilities are essential, as the candidate will collaborate with team members and engage with diverse stakeholders to provide exceptional customer service and resolve complex enquiries effectively. Desirable Qualifications and Experience Desirable: Demonstrated experience in a similar role in Government Further Information For more details regarding this position please see attached position description for the capabilities to address in application. The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page Applicants requiring adjustments can contact the nominated contact person. Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au. For further information pertaining to the role, please contact Lili Frederick – Manager, Customer Service and Quality Assurance via Lili.frederickeducation.vic.gov.au Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence. Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements. Applications close 11:59pm on Wednesday, 30 April 2025