Team Leader

Team Leader – Heatherton Employer: VicRoads Annual Salary Range: $81,064 – $98,626 plus super Employment Type: Full-time / Permanent Usual Work Location: Heatherton About the role Numbering over 800 staff, our Registration and Licensing division ensures Victorians are safe on our roads by providing professional customer services, policy advice and specialist services. This Team Leader vacancy (based at Heatherton Customer Service Centre) reports to the Centre Manager and leads the team in providing high‑quality customer service while supporting and monitoring staff development through coaching. About the job Exercise independent judgement to plan and organise workload to achieve agreed outcomes. Identify development needs for self and the team and make appropriate recommendations for development. Use negotiation and influencing skills to encourage innovation and better work practices for improved business performance. Provide supervision and training to staff on performance goals and criteria and how they can be achieved. Use conceptual and analytical skills to develop solutions, but seek advice when necessary. Exercise professional judgement to identify possible breaches of legal requirements, policies and procedures, the Code of Conduct and take appropriate action. About the Ideal Candidate Supervise and motivate the team to deliver high-quality customer service. Respond to customer queries efficiently and timely. Provide ongoing training and development and support staff. Assist in identifying and implementing innovative solutions toward business improvement. Develop solutions for moderately complex transactions, customer enquiries and complaints. Skills & Experience Ability to coordinate workload plans that align with agreed business outcomes. Experience in assessing and monitoring staff performance towards improved performance. Ability to drive and influence innovation towards improved business outcomes. Demonstrated ability to work in a team to achieve customer service targets. Capability to adapt to achieve business outcomes in a fast‑paced dynamic environment. Ability to travel and work from neighbouring sites if required. A current and valid driver’s licence is required. Our Culture Innovation powers progress, but it doesn't come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and are proud our workforce reflects the community we serve. What we offer Competitive salary and benefits, including opportunities to earn a bonus. Salary packaging, Fitness Passport & discounts to hundreds of retailers. Opportunities for professional and personal development. Flexible working arrangements and family‑friendly practices, including 16 weeks paid parental leave. How to Apply We encourage applications from people of all genders, backgrounds and communities. If you need any adjustments to our recruitment process or the role itself, please let us know when applying. Please submit your application via the “Apply” button. Applications should include a resume and a brief covering letter. Applications close 11.59pm on Thursday 11 December 2025. For a copy of the Position Description please email 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. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria. Seniority level Mid‑Senior level Employment type Full‑time Job function Customer Service Industries: Transportation, Logistics, Supply Chain and Storage Referrals increase your chances of interviewing at VicRoads by 2x. #J-18808-Ljbffr