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Head of Client Service Centre

State Trustees Limited -
Bendigo VIC

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Job Details

Full-time
$179,181 - $202,097 a year
11 days ago

Benefits

Employee rewards program
Group activities
Employee assistance program

Qualifications

Risk management
AI
Communication skills
Analytics

Full Job Description

Overview

Work Type: Ongoing - Full-time

Salary: $179,181 - $202,097

Grade: Grade in advertisement

Occupation: Customer service

Location: Loddon Mallee - Greater Bendigo

Reference: VG/FA/1935283B

Join an organisation helping Victorians navigate life’s important moments. Lead client service transformation and deliver exceptional outcomes for vulnerable Victorians through technology-enabled, people-focused leadership.

Bendigo location, flexible, hybrid work arrangement
Join our strong and supportive leadership team
Applications close 21 July 2026

About Us

At State Trustees, we support Victorians from all walks of life with their financial and legal affairs, particularly during life's most important and challenging moments.

As a Victorian Government-backed organisation, we provide trusted services that help people plan, protect, and manage their affairs with confidence, ensuring peace of mind when it matters most.

About the Team

The Client Service Centre is responsible for the management of inbound and outbound calls supporting client engagement for 9,000+ Financial Administration clients.

About the Role

We are looking for an exceptional Head of Client Service Centre who is passionate about improving outcomes for vulnerable and high-risk clients. You will lead technology-enabled service transformation, embed contemporary client service practices, and build high-performing teams that deliver responsive, client-centred support.

As an influential and collaborative leader, you will navigate complexity while driving service excellence, innovation and continuous improvement. You will foster a culture of accountability, learning and empowerment, ensuring both clients and employees can thrive. This is a unique opportunity to shape the future of service delivery and make a meaningful, lasting impact across the communities we serve.

Skills & Experience

You're an experienced service leader with a track record of operating at scale and delivering outcomes in complex environments. You'll bring:

Extensive senior leadership experience in client-facing service environments, ideally supporting vulnerable, high-risk or complex client groups
Proven success leading service transformation, operating model redesign and client experience initiatives.
Demonstrated experience implementing technology-enables solutions, including AI automation, digital channels and workflow optimisation.
Strong track record delivering measurable improvements in client outcomes, service performance, operational efficiency and employee engagement.
Advanced ability to leverage data, insights and analytics to drive decision-making, continuous improvement and performance outcomes.
Significant experience leading, developing and empowering high-performing teams, building capability and future leadership pipelines.
Highly developed stakeholder engagement, influencing and communication skills, with a strong commitment to client advocacy.
Strong understanding of risk management, governance and safeguarding frameworks, with demonstrated success leading organisational change, innovation and service excellence.

Employee Benefits

Career development
Health and well-being programs
Flexible working conditions
Education assistance
Purchased leave
Employee assistance program
Reward and recognition program
Free Will preparation
Retailer discounts
Charitable workplace giving
Employee social club

Most importantly, you'll be part of a purpose-driven organisation, working with experienced leaders and teams who are committed to doing meaningful work well.

How to Apply

Click the Apply button to commence the application process. Please include a cover letter and resume.

We value diversity and inclusion and welcome applicants of all backgrounds. If you believe you're the right fit, we'd love to hear from you.

Applications close Tuesday 21 July 2026 at 11.59pm

Posted

7 July 2026

Apply Now

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