Dress for Success Victoria is a not-for-profit organisation that empowers women to achieve economic independence. We provide professional clothing, styling, career support and confidence-building services to women experiencing disadvantage, including those impacted by domestic violence, financial hardship, justice system involvement, housing instability and long-term unemployment.

Our impact goes beyond clothing. We help women regain confidence, dignity and belief in their future.

Reporting to the CEO, the Client Services & Operations Supervisor oversees the day-to-day operations of DFSV, including the ‘Wear It Forward’ retail shop, ensuring delivery of strategic priorities across Victoria.

Key Responsibilities

Operations:

• Oversee the daily operations of the Frankston Dress for Success premises and ‘Wear It Forward’ retail shop, ensuring alignment with strategic priorities and budgets.
• Coordinate corporate volunteer days and partner experiences, including logistics, communications, welcome sessions, and follow-up.
• Implement and maintain operational procedures, policies, and systems to improve efficiency and consistency.
• Manage stock, donations, sales, and delivery of the clothing sustainability strategy.
• Support volunteer recruitment, onboarding, training, supervision, feedback, and recognition activities.
• Ensure WHS, risk management, and compliance requirements are met across the Frankston premises.

Client Services:

• Lead and continuously improve the end-to-end client journey, ensuring services are trauma-informed, culturally safe, client-centred, and consistent across all delivery channels.
• Ensure services effectively support diverse and vulnerable clients, while building strong partnerships with referral agencies to enhance client outcomes
• Drive service excellence through volunteer training, accountability, and integration of styling, career support, and outreach programs.
• Coordinate all client-facing services, including appointments, volunteer rostering, regional pop-ups, and client follow-up to support service quality and continuous improvement.

Partnerships Development:

• Build and strengthen partnerships with employment services, community organisations, corporate partners, and funders to expand DFSV’s reach and impact
• Represent DFSV through meetings, presentations, and stakeholder engagement, effectively communicating the organisation’s mission, services, and outcomes.
• Track KPIs, budgets, contractual deliverables, and client outcomes, identifying trends, risks, and opportunities for continuous improvement.
• Maintain CRM data integrity, provide system expertise and training, and support evidence-based reporting and stakeholder engagement through client stories and impact narratives.
• Provide day-to-day IT support, troubleshooting, banking, invoicing, and general administrative support as required.

Experience & Skills:

• 5–7 years’ experience in an operations role, with accountability for service delivery, budgets, leadership and outcomes.
• Proven ability to build partnerships and translate relationships into sustainable service outcomes.
• Strong experience analysing data, reporting on KPIs and impact metrics, and translating insights into clear reports and narratives.
• Excellent communication, stakeholder engagement and organisational skills, with the ability to manage competing priorities in a fast-paced environment.
• Experience with WHS, risk management, CRM systems (Salesforce preferred), data integrity, and strong digital literacy across Microsoft Office and SharePoint.
• Experience working in a NFP environment.
• Demonstrated experience leading and supporting volunteers and fostering a client-centered service culture.

Personal Attributes:

• Strong alignment with DFSV mission
• Empathetic and emotionally intelligent communicator
• Highly organised and outcomes focused
• Comfortable working in a small, agile team
• Strong stakeholder management skills

Additional Requirements:

• Current Working with Children Check
• Current Police Check