Job Details

Customer Experience Administrator
We are looking for our next Customer Experience super star to join the team as a first point of contact for Practitioners and members of the community who contact the VBA.

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Department: Victorian Building Authority
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VPSG2.1
Work Location: Melbourne - CBD
Reference: VG/1968_23
Closing Date: 29-Jan-2023
Salary Range: $55,439 - $63,318
Job Duration: N/A
File Attachment: working at the vba_16 september (v3).pdf
pd - customer experience administrator - g2.1 - august 2022.docx
Contact: Sushma Manikkath
Contact Details:

Position Details

We currently have an ongoing opportunity to join our supportive and dynamic Customer Experience Team.

An important and integral role at the VBA, as a Customer Experience Administrator you will be 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.

In this role you will provide an excellence service in communicating with practitioners and consumers by predominately inbound phone enquiries, as well as email, and direct mail, provide information and authoritative advice to stakeholders regarding the VBA's practices and procedures and contribute towards the continuous improvement of the Customer Experience Unit by contributing to the development and implementation of new practices and procedures.

This position is a hybrid role where there is some flexibility to work from home however will be required to work from our CBD Bourke Street Office for a minimum of 3 days per week.

What we are looking for:

  • Demonstrated ability to build rapport with others in order to understand issues and suggest course of action appropriate to the customers needs.
  • Experience working in a call centre environment.
  • Ability to adapt approaches and work to changes in the environment and effectively manage new challenges.

The Victorian Building Authority embraces a diverse and inclusive culture who work together for the benefit of all Victorians. Our recruitment is best practice and free from bias, we recruit based on merit and equity regardless of age, disability, religion, gender, sexual orientation or cultural background.

We have an amazing employee engagement program, remote working setup, health and well-being and learning and development programs to ensure our people are fit for work and inspired to be the best they can. We are always looking for talented new people to join us with a broad range of skills and experience who are curious, keen to learn and enjoy serving the community they live in, so if this sounds like a place you'd like to work and you think you have what it takes, we‘d love to hear from you and encourage you to apply now!

What you can expect

  • A diverse and passionate team that are results driven.
  • Flexible, Hybrid working arrangements for better work life balance.
  • A competitive salary plus 10.5% superannuation 

How to Apply

We require you to upload:

  • A detailed copy of your resume
  • A cover letter briefly outlining your relevant experience and what attracted you to the role 

 Please note:

  • Only electronic applications submitted via will be accepted.
  • Candidates deemed suitable from a selection process may be considered for identical or similar vacancies within 6 months.
  • As a public sector and service standard, generally all new employees will start at the base entry level and increment throughout the salary range each year based on performance. Current public sector employees at the same grade will be considered for a transfer of entitlements with evidence.  A request above entry level may be considered in certain circumstances.

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