Overview
Client Services & Operations Supervisor Jobs in Frankston, Victoria, Australia at Dress for Success Victoria
Title: Client Services & Operations Supervisor
Company: Dress for Success Victoria
Location: Frankston, Victoria, Australia
Our Organisation
The mission of Dress for Success Victoria Inc (DFSV) is to empower women to achieve economic mobility by providing a network of support, workplace attire and development tools for success.
Job Purpose:
Reporting to the CEO, the Client Services & Operations Supervisor is responsible for the planning and supervision of the day-to-day operations (including DFSV and ‘Wear It Forward’) ensuring DFSV delivers its strategic priorities in Victoria. This role ensures the development and implementation of service planning, including volunteer management, budgeting, policies and procedures.
The Client Services & Operations Supervisor is responsible for the styling program schedules, managing activities and services of styling and retail volunteers, ensuring client satisfaction, and implementing WHS and risk compliance.
The role has a key partnership development focus by building and managing relationships and contacts with employment referral agencies and community partners, with the aim of growing the service operations.
In addition, the role oversees impact measurement and reporting, tracking key metrics, KPIs and client outcomes, and delivering clear, data-driven insights for internal, Board and funding purposes. The role ensures data integrity, identifies trends and opportunities, drives continuous improvement, and presents concise impact reports to the Board.
This is a full-time role based on site in Frankston.
Key Responsibilities:
Operations
· Manage the day-to-day operations of the Frankston Dress for Success premises, including the ‘Wear It Forward’ retail shop, ensuring delivery aligns with DFSV strategic priorities and approved budgets.
· Induct and coordinate Work-For-The-Dole (WFTD) scheme participants.
· Coordinate Corporate Volunteer days and partner experiences, manage logistics, communications, deliver Welcome sessions, and conduct follow-up to ensure positive participant and partner experiences.
· Develop, implement and ensure compliance with operational procedures, policies and systems to increase efficiency, consistency and effectiveness.
· Oversee stock management (both shop and styling suite), donation flows, sales and execution of the clothing donation sustainability strategy.
· Support volunteer recruitment, in conjunction with the HR & Volunteer CoOrdinator.
· Lead volunteer onboarding, training and direct supervision, ensuring volunteers are supported to perform effectively and deliver high-quality services
· Oversee volunteer feedback surveys and recognition activities.
· Manage WHS policies and practices at the Frankston premises including risk management, compliance and relationships with relevant service providers.
· Work collaboratively with other DFS affiliates and DFSV team members to ensure organisational goals are achieved.
· Provide operational and administrative support to the CEO as required.
Client Services
· Design, implement and continuously refine the end-to-end client journey, ensuring a trauma-informed, culturally safe and empowering experience.
· Develop and embed service standards, protocols and quality frameworks to ensure consistency across all service delivery channels, including in-premises and outreach (pop-up) programs.
· Manage complex or sensitive client matters, including escalations, complaints and critical incidents, ensuring timely resolution and alignment with organisational values and risk frameworks.
· Ensure services are responsive to the needs of diverse and vulnerable groups, including culturally and linguistically diverse (CALD) clients, long-term unemployed and those facing multiple barriers to employment.
· Partner with referral agencies and stakeholders to optimise client readiness, referral quality and service outcomes.
· Drive a culture of client-centricity across volunteers and programs, embedding expectations, training and accountability for service excellence.
· Oversee the integration of client services with programs (career support, styling and outreach) to ensure a seamless and holistic client experience.
· Collaborate with the CEO on identifying growth opportunities, pilots and new service models that support strategic objectives.
· Identify and implement digital or process improvements (e.g. booking systems, CRM utilisation, communication workflows) to enhance efficiency and client engagement.
· Accountable as primary point of contact for coordination of client appointments, volunteer rostering and delivery of all client-facing services.
· Accountable for coordinating regional Pop-Up logistics, venue setup and volunteer coordination.
· Conduct pre-appointment calls and post-appointment follow-up and feedback calls to all clients to support service quality and continuous improvement.
Partnerships Development
· Build and strengthen partnerships to expand DFSV’s service reach, with a focus on employment services, community organisations, corporate partners, and funders.
· Act as a key ambassador for DFSV in face-to-face meetings, briefings and presentations to prospective partners, funders and community stakeholders.
· Deliver compelling in-person and virtual presentations that clearly articulate DFSV’s mission, services and impact.
· Maintain a forward pipeline of prospective partners and referral sources, tracking engagement and conversion through the CRM.
Impact Measurement, Reporting & Administration
· Monitor, analyse and report on key operational, partnerships development and service delivery metrics, including referral growth, service utilisation, volunteer engagement and client outcomes.
· Establish and monitor client service KPIs and outcome measures, including appointment utilisation, conversion to employment readiness and satisfaction metrics.
· Generate accurate, timely and insightful statistics, dashboards and reports that demonstrate DFSV’s impact for internal decision-making, Board reporting, funding and partnership purposes.
· Track and report against KPIs, budget performance, contractual deliverables and acquittals, identifying trends, risks and opportunities for improvement.
· Analyse client data, feedback and service trends to identify gaps, risks and opportunities, and translate insights into measurable service improvements.
· Be the ‘go to’ person for CRM expertise and training.
· Capture and translate client stories, testimonials and outcomes into impact narratives to support reporting, funding and stakeholder engagement
· Ensure data integrity and consistency across CRM systems to support accuracy of all client, volunteer, referral agency and partner data and evidence-based reporting.
· Present reports in person to monthly Board meetings.
· Serve as the primary contact for day-to-day IT software support, troubleshooting issues and delivering training to ensure effective system use across the organisation.
· Undertake banking and invoicing as required and other general admin as necessary.
Key Skills Required:
· Minimum 5-7 years’ experience in operational or program management, with demonstrated accountability for service delivery, budgets, people leadership and outcomes.
· Proven partnerships development capability, including identifying growth opportunities, building referral pipelines, developing partnerships and converting relationships into sustained service outcomes.
· Strong face-to-face engagement skills, with demonstrated experience delivering compelling presentations, briefings and pitches to external stakeholders including community organisations, corporates, funders and government or employment agencies.
· Highly developed stakeholder management skills, with the ability to build trust, negotiate agreements and manage complex relationships.
· Demonstrated ability to generate, analyse and interpret operational and impact data, translating statistics into clear reports, insights and narratives that demonstrate social impact and organisational value.
· Experience setting, tracking and reporting against KPIs, service targets and contractual or funding requirements.
· Exceptional interpersonal, written and verbal communication skills, including confidence in public speaking, facilitation and influence.
· Strong organisational and project management skills, with the ability to manage competing priorities, deadlines and operational demands in a fast-paced, volunteer-driven environment.
· Experience implementing, maintaining and improving Work Health and Safety (WHS) systems and risk management practices.
· High level proficiency in CRM systems and data management (Salesforce preferred), with the ability to ensure data accuracy and integrity.
· Strong digital literacy, including advanced Microsoft Office and SharePoint skills with the ability to problem solve software issues and provide training to end users.
· Demonstrated experience working with, or delivering services to, vulnerable, disadvantaged and/or CALD communities, with a high level of professionalism, discretion and cultural sensitivity.
· Strong alignment with the mission and values of Dress for Success Victoria, with a proactive, growth-oriented and solutions-focused mindset.
· Ability to work collaboratively as part of a small, mission-driven team while operating with a high degree of autonomy and accountability.
Additional Requirements:
Current Working with Children Check
Current Police Check
