Head of Client Service Centre

• Job Function: Customer Service / Call Centre
• Work Type: Ongoing - full time

About this role

• Bendigo location, flexible, hybrid work arrangement
• Join our strong and supportive leadership team
• Applications close 21 July 2026

About Us

At State Trustees, we support Victorians from allwalks of lifewith their financial and legal affairs, particularly during life's most important and challenging moments.

As a Victorian Government-backed organisation, we provide trusted services that help people plan, protect, and manage their affairs with confidence, ensuring peace of mind when it matters most.

About the Team

The Client Service Centre is responsible for the management of inbound and outbound calls supporting client engagement for 9,000+ Financial Administration clients.

About the Role

We are looking for an exceptional Head of Client Service Centre who is passionate about improving outcomes for vulnerable and high-risk clients. You will lead technology-enabled service transformation, embed contemporary client service practices, and build high-performing teams that deliver responsive, client-centred support.

As an influential and collaborative leader, you will navigate complexity while driving service excellence, innovation and continuous improvement. You will foster a culture of accountability, learning and empowerment, ensuring both clients and employees can thrive. This is a unique opportunity to shape the future of service delivery and make a meaningful, lasting impact across the communities we serve.

Skills & Experience

You're an experienced service leader with a track record of operating at scale and delivering outcomes in complex environments. You'll bring:

• Extensive senior leadership experience in client-facing service environments, ideally supporting vulnerable, high-risk or complex client groups
• Proven success leading service transformation, operating model redesign and client experience initiatives.
• Demonstrated experience implementing technology-enables solutions, including AI automation, digital channels and workflow optimisation.
• Strong track record delivering measurable improvements in client outcomes, service performance, operational efficiency and employee engagement.
• Advanced ability to leverage data, insights and analytics to drive decision-making, continuous improvement and performance outcomes.
• Significant experience leading, developing and empowering high-performing teams, building capability and future leadership pipelines.
• Highly developed stakeholder engagement, influencing and communication skills, with a strong commitment to client advocacy.
• Strong understanding of risk management, governance and safeguarding frameworks, with demonstrated success leading organisational change, innovation and service excellence.

Employee Benefits

• Health and well-being programs
• Flexible working conditions
• Education assistance
• Purchased leave
• Employee assistance program
• Reward and recognition program
• Free Will preparation
• Employee social club

Most importantly, you'll be part of a purpose-driven organisation, working with experienced leaders and teams who are committed to doing meaningful work well.

We value diversity and inclusion and welcome applicants of all backgrounds. If you believe you're the right fit, we'd love to hear from you.