Technical (Gas) Customer Service Officer

• We have an exciting permanent, full-time opportunity for a Technical (Gas) Customer Service Officer

• $103,556 - $132,687 base salary plus 11% super

• Flexible hybrid working arrangements are available

Job Details
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Department: Energy Safe Victoria
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: ESV 3
Work Location: Melbourne - CBD
Reference: VG/1797868
Closing Date: 23-Jun-2024
Salary Range: $103,556 - $132,687
Job Duration: N/A
Attachments: PD - Technical Customer Service Officer - May 2024.pdf (PDF, 393KB)
Job Specification

Contact: Human Resources

Position Details

Our purpose is to keep Victorians energy safe and ensure energy is used confidently. Through education, regulation and enforcement, we work to ensure that energy safety, supply and efficiency are a priority in Victoria and something our customers can be confident in. Our people come from a wide range of professions with diverse skills and experience driving the success of ESV.

About the opportunity

We have an exciting permanent opportunity for a Technical (Gas) Customer Service Officer who is responsible for providing technical advice to trades people and the public, answering queries and providing advice to ensure compliance with regulations and standards.

You will contribute by:

  • Assessing gas-related queries for industry, trade and the public
  • Provide guidance to architects, councils, consultants, engineering companies, gas fitters and other trades people and the public on gas-related queries. Responses must be consistent, accurate and in line with ESV policies.
  • Investigate and research answers to specific questions posed in relation to the relevant Australian Standards and Victorian Legislation.
  • Accept reports from people who are reporting unsafe gas situations. Ensure all relevant information is gathered. Make an assessment of the unsafe installation and take appropriate action to have the situation satisfied. Refer the incident on to Compliance Officers, as appropriate.
  • Receive complaints from the public and the gas trade regarding standards and condition of gas appliances and gas installations, record details and provide information and advice, verbally and in writing, as appropriate.
  • Develop and maintain effective communications and working relationships with industry participants, public and other government agencies in order to maintain mutually beneficial technical expertise and provide technical advice to further gas safety.
  • Provide technical information, verbally and in writing, on the safe use of gas, regulatory requirements and details of new and existing regulations and means of compliance with gas safety standards.
  • Assist gas fitters by providing them with the status of their Gas Application, researching information in AS/NZS 5601, AS5601 and downloading documentation from the ESV website
  • Record and log all telephone conversations and write a summary of each call. Record details of incidents in the relevant ESV database.
  • Develop questions and answers for ESV publications, develop technical information sheets and write ESV magazine articles from queries taken, etc 
  • Undertake appropriate internal and external training courses to develop and maintain skills, knowledge and accreditation in all areas of operation.

To be successful, you'll have:

  • Qualification as a gasfitter and would ideally have worked as a gas inspector or equivalent.
  • Sound knowledge and ability to interpret the relevant Australian standards, in particular AS/NZS 5601, AS5601 and Victorian legislation.
  • Excellent customer service and interpersonal skills for liaising with the gas trade, gas industry, other regulators and the public.
  • Excellent verbal and written communication skills. Excellent telephone manner and the ability to deal with people confidently.
  • Strong interpersonal and influencing skills, a customer service orientation and good conflict resolution skills.
  • Demonstrated ability to work independently.
  • Good level of skills with Microsoft Outlook, Word and Excel.
  • 5 years technical experience with gas installations and gas appliances (desired).
  • Some experience with type B gas installations would be preferable (desired).

How to apply

Please refer to the available position description to assess your suitability and submit your current resume and cover letter via the Apply button.

ESV will conduct relevant checks about applicants and the information provided with an application including reference checks and a satisfactory National Police Check.

For a confidential discussion, please contact

Applications close at midnight Sunday 23 June 2024.

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