About the Department The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st-century economy and society. 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 fulfils 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. About the Role Fixed Term – 12-Month Role The VSBA is seeking experienced professionals to support the delivery of a targeted Customer Service uplift program. These roles will play a critical role in strengthening customer service capability, improving consistency of service delivery, and reducing the administrative burden for schools across Victoria. Reporting to the Director, Priorities and Customer Service, the Manager, Customer Service Initiatives, will plan, lead and implement a range of strategic customer service uplifts to the existing Customer Service Framework to improve the customer service experience for schools. The program of work will focus on uplifts to Training and Development, Communications, Systems improvement, and Regional Engagement. The role will have one direct report, a Customer Service Initiatives Officer, and will work alongside the VSBA's Customer Service and Quality Assurance team and program areas across the VSBA, to leverage and improve existing initiatives to increase customer service capability across the VSBA, improve the experience of schools working with the VSBA and develop a more coordinated approach to engaging with the regions. Key responsibilities include: * Leading the delivery of a customer service uplift program across VSBA * Developing and implementing training, capability frameworks, and customer service KPIs * Embedding the VSBA's customer service models and developing supporting tools, including benchmarking to measure customer impact * Coordinating change and implementation activities across multiple teams and divisions * Supporting improvements to systems and reporting(e.g. CRM, Power BI) * Strengthening communication, complaints, and feedback processes * Engaging with internal stakeholders, including program teams and regional partners * Preparing high-quality advice, reports, and updates for senior leadership and governance committees 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. About you You will bring: * Demonstrated experience delivering service improvement, reform, or change initiatives in a complex organisation * Strong understanding of customer service principles, performance measurement, or service standards * Well-developed stakeholder engagement and communication skills * Experience translating strategy into practical, implementable actions * Ability to manage competing priorities and deliver outcomes within tight timeframes * Experience in the Victorian Public Service or a similar public-sector environment is desirable. Attributes The Manager, Customer Service Initiatives will have strong customer service experience and the ability to collaborate with internal and external stakeholders and facilitate change management. Desirable Qualifications * Tertiary qualifications in public administration, business, management, customer experience, or a related field (desirable). * Demonstrated experience leading organisation-wide service improvement, reform, or change initiatives. * Strong understanding of customer service frameworks, performance measurement, and service standards in a public-sector environment. * Proven ability to engage and influence senior stakeholders and drive change across complex organisational settings. * Experience working with governance committees and preparing executive-level advice and reports. Further Information For more details regarding this position, please see the attached position description for the capabilities to address in the 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. Please send your application, including a response to the Key Selection Criteria, to the Director, Priorities and Customer Service Branch. For further information pertaining to the role, please contact Rebecca Hennessey via email at Rebecca.Hennessey@education.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 11:59 pm on 3 February 2026.