• Full time maximum term position up to 18 months
• Salary range: $131,154 - $155,000 plus super
• Up to $15,900 in salary packaging, flexible hybrid work arrangement

About the role
This leadership position plays a key role in the development, implementation, and upkeep of systems and processes that facilitate client access to Legal Help services. In addition to leading a team of 5-6 contact centre operations staff which is inclusive of a workforce management team, this role spearheads process improvements, interprets data and performance trends, generating reports, and provides support to the Legal Help leadership team.

This role is based at our Melbourne CBD office on Wurundjeri Country.

About you
As our ideal candidate, you will possess:

• Strong interpersonal skills, exhibiting the ability to effectively communicate, collaborate, consult, and influence both internal staff and external stakeholders.
• Demonstrated expertise in overseeing high volume complex contact centre operations, including proficiency in assessing performance and analysing customer metrics and forecast data.
• Proficiency in strategic planning and the ability to lead improvement projects.
• Understand workforce management planning methodologies to effectively plan and prioritise our workforce to meet the needs of the community.
• Demonstrated ability to identify and evaluate options for resolving complex problems, negotiate agreed outcomes to address issues effectively
• Strong understanding of contact centre software systems, including their application to workforce planning.

Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If your CV doesn't align perfectly with our job description, we strongly encourage you to apply. You may be just the right candidate.

About VLA
We offer legal representation, family dispute resolution and non-legal advocacy to those who need it most. With over 1400 staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.

Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.

Employee benefits

• Three days paid seasonal leave (to be taken between Boxing Day and New Year's Day public holidays)
• Paid gender affirmation leave
• Five days both paid reproductive and fertility leave per calendar year

• A focus on work-life balance, including flexible working arrangements
• Hybrid work from home & office model
• Generous leave benefits, including:
• Annual 3% salary increase each December plus performance-related salary incentives
• Attractive salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 PLUS Novated Leasing
• Discounted annual Myki public transport passes
• Individual learning and professional development opportunities, tailored to your role and career goals
• Free annual flu vaccinations
• Access to gym and end-of-trip facilities at our CBD office
• Access to our Employee Assistance Program, including confidential counselling and access to a range of mental health and wellbeing resources.

How to apply
To be considered for this role, please submit your current resume and a cover letter addressing the key selection criteria.

If you require adjustments to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch with our team.

For further information, please review the attached position description or contact Rob Catania, General Manager, Service Delivery and Operations on (03) •••• •302 or [email protected].

No agency applications will be accepted.

Applications close by 11.59pm on Sunday 30th August 2026.

Other relevant information
It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

VLA is committed to putting the safety and wellbeing of children first.