The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on
supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with
communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and
wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life.
About the role:
The Citizen Payments Queue Lead is responsible for assisting in the administration of Grants, Concessions and Hardship Payment activities that the branch delivers to Victorian citizens on behalf of its customer departments.
The Citizen Payments Queue Lead ensures relationships with suppliers, interactions with key clients, and quality of staff inputs applied to these services all meet the requirements agreed under the DFFH-DH Service Agreement and/or specific projects.
Responsibilities include leading the delivery of quality customer support by actively monitoring, assigning, answering, and tracking with all aspects of the service queue, including phone contact made via the Concession Information Line. They will ensure all documentation, including Standard Operating Procedures (SOPs), training materials and advice to customers in relation to the service are regularly updated according to their own monitoring and reporting of service levels, staff and customer feedback.
Integral to the success of this position will be your capacity to lead teams through change and 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 Victorian citizens.
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.
Please refer to attached position descriptions for further information.
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:
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Resolves operational service delivery problems consistent with program objectives
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Prepares reports, briefs and correspondence on complex issues that impact at program or organisational level
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Develops and implements operational communication and consultation strategies on specific projects
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Researches and applies advanced theoretical knowledge in a specialised field to operational problem solving
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Manages projects, usually under limited direction
What we offer:
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The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
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A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
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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 we ll 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
[email protected]. 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
[email protected]. 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.
Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy.
