VicRoads Registration and Licensing Services (RLS) has undergone a major organisational transformation and now, as a corporate entity, is creating a stronger business model to deliver VicRoads' long-term strategy.

The outcome of this corporate transformation is greater investment in our people, systems and technologies which will not only deliver greater capability internally but enable the delivery of new digital products and services to enhance the experience for our customers, our partners, and the Victorian community.

You have an amazing opportunity to make a truly significant impact on our team, the wider business as well as our stakeholders during this exciting period of growth for the company.

Salary: $157,960 - $187,000 plus super
Tenure: Ongoing/ Full-Time
Location: Central East Victoria Region

About Us:

At VicRoads, we are committed to delivering exceptional service and creating memorable customer experiences. With multiple Customer Service Centres across the North East Victoria region including Benalla, Bundoora, Cobram, Seymour, Shepparton, Wangaratta and Wodonga. We pride ourselves on our dedication to excellence, innovation, and teamwork. As we continue to grow, we are looking for a passionate and dynamic Regional Manager to lead our Customer Service Centres and drive our customer satisfaction goals to new heights.

Position Overview:

As the Regional Manager for our North East Customer Service Centres, you will play a pivotal role in overseeing operations across multiple locations, ensuring that our commitment to customer service excellence is consistently upheld. You will lead a team of dedicated professionals, implement effective strategies, and cultivate a culture of continuous improvement and high performance.

Key Responsibilities:

• Develop and execute strategies to enhance customer satisfaction and improve overall service performance across the region.
• Lead, mentor, and inspire Office/ Centre Managers and their teams to achieve operational excellence and meet business goals.
• Monitor key performance indicators (KPIs) and use data-driven insights to make informed decisions and drive improvements.
• Foster a customer-centric culture by promoting best practices and a focus on engagement and retention.
• Collaborate with cross-functional teams to streamline processes, improve service delivery, and implement new initiatives.
• Ensure compliance with company policies, procedures, and industry regulations in all Customer Service Centres.
• Conduct regular site visits to evaluate processes, address challenges, and identify opportunities for growth and enhancement.
• Build and maintain relationships with stakeholders, clients, and the community, representing the company's values and mission.

Qualifications:

- Bachelor's degree in business administration, Management, or a related field (MBA preferred).

- Minimum of 5 years of experience in a managerial role within customer service, operations, or a related field.

- Proven track record of successfully managing multiple locations or teams and driving performance improvements.

- Exceptional leadership and people management skills with the ability to motivate and inspire teams.

- Strong analytical and problem-solving abilities, with experience in using data to drive decision-making.

- Excellent communication and interpersonal skills, with the ability to build relationships at all levels.

- Proficient in Microsoft Office Suite and customer service management software.

What We Offer:

• A competitive salary and performance-related bonuses.
• Opportunities for professional development and career advancement.
• A supportive and inclusive work environment with a focus on teamwork and collaboration.
• The chance to make a significant impact on customer service within the North East region.

How to Apply:

Please submit your application via the "Apply" button. Applications should include a resume and a brief covering letter.

Applications close 11.59pm on Sunday 18 May 2025.

For a copy of the Position Description please email [email protected]

Unfortunately, applications cannot be accepted via this email.

Please note: VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.