Senior Manager, Service Centre

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission. 

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'. 

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

The Magistrates' Court of Victoria (MCV) has a long history of providing justice for the people of Victoria in metropolitan and regional courts across the state. The MCV determines in excess of 200,000 cases per annum at 51 venues, dealing with over 90 percent of all adult cases that come before Victorian courts each year.

MCV aims to be an innovative, accessible and responsive court that provides quality services to the Victorian community.

About the Role

We are seeking an experienced and forward-thinking Senior Manager, Service Centre to lead the evolution of digital contact services and drive service excellence across the Magistrates' Court of Victoria (MCV).

This is a high-impact leadership role where you will shape how courts engage with the public, leveraging innovation, continuous improvement, and collaboration to deliver a modern, accessible and responsive service experience.

The Senior Manager, Service Centre plays a pivotal leadership role in shaping how the Magistrates' Court of Victoria delivers service to the community. Working collaboratively across courts, divisions, jurisdictions and with user representatives, this role drives continuous improvement in contact service practices, processes and technology, enhancing the experience of all court users and supporting the court's commitment to excellence.

Leading the MCV Service Centre, you will oversee all digital public enquiry channels—calls, email, webchat and SMS—ensuring a consistent, high-quality and accessible service for every interaction.

This role is central to transforming service delivery. You will establish, expand and embed modern contact services, champion a service reform agenda, and align operations across courts to improve user and stakeholder experience while unlocking efficiencies at scale. 

Key responsibilities: 

• Lead and expand digital contact services to deliver consistent, high-quality support
• Drive service improvement, innovation, and process redesign
• Build strong relationships across courts, government, and community stakeholders
• Lead, develop and inspire a high-performing team
• Provide strategic advice and manage complex service challenges and escalations
• Uphold service standards, performance, and operational excellence

You will champion a service reform agenda, embedding contemporary contact centre practices, improving operational efficiency, and enhancing the experience for court users and stakeholders across jurisdictions.

About You

You are a strategic and people-focused leader with a passion for service excellence and transformation. You thrive in complex environments and bring:

• Strong leadership capability with experience managing and developing teams
• Proven success delivering service improvement initiatives in high-volume or complex settings
• Expertise in stakeholder engagement and influencing outcomes
• Experience in government or large-scale transformation programs
• Exceptional communication, negotiation and problem-solving skills
• A commitment to public service values, integrity and continuous improvement