Service Excellence Manager

• Full-Time (Part-Time 0.8 FTE negotiable), Fixed term opportunity until May 2026
• SCHADS Level 8
• Ringwood location (hybrid options welcome)

About the role

As the Service Excellence Manager, you’ll play a vital role in strengthening and supporting FVREE’s service response. Your focus will be on implementing best practice approaches when engaging with clients, staying current with industry trends, and driving continuous improvement within the organisation in line with reforms and emerging evidence. You’ll manage multiple projects simultaneously and lead a dynamic team that may scale up and down based on the needs of various initiatives.

Reporting to the General Manager of Services, you’ll be an integral part of the Services Leadership Team. This role involves close collaboration with Senior Managers across all our services and sites, including the Inner and Outer East Orange Doors.

What you will bring to the role:

This opportunity would be suited to a collaborative and engaging manager who actively contributes to and ensures they are across best practices and leads the way in driving continuous improvement.

With direct family violence experience and experience in leading reform projects and continuous improvement experience, as Service Excellence Manager, your day will vary and you will:

• Lead and embed best practice and specialist knowledge across the workforce
• Monitor quality indicators and work collaboratively across the organisation to adjust practice in response
• Translate, communicate and embed relevant theoretical and practice frameworks
• Manage projects with agility and rigor to deliver on objectives
• Engage with and build interest and commitment among a range of key stakeholders
• Analyse information, think laterally and solve problems
• Adapt your communication style to build broad and effective relationships internally and externally
• Be flexible, adaptable and positive in your approach to work
• Manage time and competing priorities

Why work with us?

• We are uniquely placed to use our deep expertise in gender drivers and dynamics of family violence to shape prevention and early intervention programs that are grounded in real experiences and have a meaningful impact.
• We are a welcoming, supportive and inclusive team, driven by a shared vision of a community free from violence where everyone is safe.
• We walk the talk on inclusion: bring your whole self to work.
• We are a learning organisation and support our people to engage in professional development.
• We embrace flexibility and hybrid working – whilst we believe some time together in person is critical, we know balancing life and work is important.
• We have great benefits like parental leave, EAP and wellbeing programs.

Our commitment to safety, equity, diversity and inclusion

We believe that the unique and diverse contributions of all our people at FVREE create our success. To ensure that our culture and our services continue to incorporate everyone’s perspectives and experience, we encourage applications from people of diverse backgrounds, communities, identities and abilities.

FVREE is a Rainbow Tick Accredited and inclusive employer. We do not discriminate based on someone’s ability, age, gender, body, sexuality, relationship, faith, or culture; staying true to our commitment as an equitable and safe place of employment for our people.

We are a safe organisation committed to promoting and protecting the safety and interests of children. All appointments with FVREE are subject to a police records check, working with children check and reference checks.