Job Details

Administrator | Customer Experience

Inbound customer service call centre role.
Quality focus providing first contact resolution for practitioners and consumers.
Permanent opportunity - Grade 2.1 - $52,493 - $59,952 per annum plus 9.5% super.

Careers Logo

Department: Victorian Building Authority
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VPSG2.1
Work Location: Melbourne - CBD
Reference: VG/1960
Closing Date: 25-Aug-2019
Salary Range: $52,493 - $59,952
Job Duration: N/A
File Attachment: pd - customer experience administrator - grade 2 - 2019.pdf
Contact: Suzy Neilan
Contact Details: 03 9618 9148

Position Details

The Customer Experience Administrator is responsible for delivering a positive customer experience by responding to all inbound phone enquiries and supporting practitioners and members of the community who contact the VBA.

You will be joining a newly formed team and we are looking for individuals who enjoy communicating via phone to solve issues, love interacting with people and thrive in a busy environment.

The VBA is undergoing a time of significant change and as we strive to improve the quality of our service, we will be looking to you for continuous improvement ideas on how we can better support the community and practitioners. The Customer Experience team is evolving and as such we have several open opportunities.



  • Service excellence in communicating with practitioners and consumers by predominately inbound phone enquiries, as well as email, live chat and direct mail.
  • Provide information and authoritative advice to internal and external stakeholders regarding the VBA's practices and procedures.
  • Contribute towards the continuous improvement of the Customer Experience Unit by contributing to the development and implementation of new practices and procedures.


Key Selection Criteria

To be successful in this position, you will need to demonstrate:

  • a strong service quality focus with the ability to build and sustain effective relationships with customers in order to address their needs;
  • solves problems based on operational guidelines, knowledge and experience, scanning for useful information, looking for underlying causes, and suggesting alternative actions to clients;
  • complaint handling capability; and
  • compliance focus with consistent application of business rules, policies and procedures.


Salary Details

A base salary in the Grade 2.1 range of $52,493 - $59,952 per annum plus 9.5% super.


Why work for the VBA?

The VBA is the principal regulator for building and plumbing in Victoria. Our work helps ensure that all Victorians live and work in a quality-built environment. We contribute to public health, safety and amenity by overseeing compliance with regulations, legal requirements and professional standards.

We protect communities, empower consumers and encourage continuous improvement across the building and construction industry. As change occurs, we evolve with it, constantly improving our culture and capability.

Benefits of working for the VBA include:

  • Flexible work opportunities may be available;
  • Located next to Southern Cross Station, in award winning building; and
  • Monday to Friday (business hours only).


Application Process

To view the full position description and start your application, click ‘Apply Now'.

The VBA's job application process requires you to upload:

  • your current resume; and
  • a cover letter briefly outlining your experience against the key selection criteria (those listed in the advert).


Please note:

  • You are required to complete the questionnaire provided after you click ‘Next' at the bottom of the application page.
  • Prior to offer, please note you will have to provide evidence of your right to work in Australia (e.g. citizenship) and proof of any qualifications relevant to the role.
  • Unsuccessful candidates found suitable during the recruitment process may be approached for similar vacancies within the next 12 months.


Applications close at 11:59 pm on Sunday 25 August 2019.

From here...