Job Details

Senior Officer | Customer Experience

Exciting time to join the VBA while we undergo transformation in our approach to customer service.
This role will support our customer experience cultural change.
Permanent opportunity - VPS3.2 - $77,737 - $83,640 per annum plus 9.5% super.

Careers Logo

Department: Victorian Building Authority
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VPSG3.2
Work Location: Melbourne - CBD
Reference: VG/1977
Closing Date: 25-Aug-2019
Salary Range: $77,737 - $83,640
Job Duration: N/A
File Attachment: pd - senior customer experience officer - grade 3.2 - 2019.pdf
Contact: Suzy Neilan
Contact Details: 03 9618 9148

Position Details

The Senior Customer Experience Officer is responsible for leading a team in which delivers positive customer experiences for all VBA stakeholders.

The team is the first point of contact for practitioners and members of the community who contact the VBA, via phone, email, live chat, direct mail and face to face.

This is a leadership position and as such we are looking for some with great interpersonal skills as well as call centre leadership experience.

We are currently undergoing a time of significant change and are looking for passionate people with an eye for innovation to join our journey. 



  • Manage and monitor workflow and motivate a cohesive team including providing assistance and guidance, and management of team accountabilities, development and performance.
  • Provide high level support to the Team Leader by assisting in the coordination of training, day-to day team activities, and team performance goals to ensure consistent delivery of business outcomes and customer service standards. 
  • Manage a wide range of customer service functions including answering calls, emails, live chats and direct mail relating to plumbing and building applications or general enquiries from the public, within set timeframes, operational guidelines and legislative requirements.


Key Selection Criteria

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

  • ability to build and motivate a cohesive team with clarity around goals and accountabilities;
  • ability to adapt approach, work to changes in the environment and effectively meet new challenges;
  • seeks to understand issues, needs and motivations of others, establishes trust and mutual respect to support others and provide; and
  • information and decisions in a sensitive and considerate manner.


Salary Details

A base salary in the Grade 3.2 range - $77,737 - $83,640 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.


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.
  • Only electronic applications submitted via will be accepted.
  • Prior to offer, please note you will have to provide evidence of your right to work in Australia (e.g. citizenship or residency documents, or a valid Australian working visa) 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...