Senior Customer Service Officer

VicRoads Registration and Licensing Services (RLS) delivers customer focused registration and licensing services, providing millions of Victorians with access to the road network every year, and ensuring road safety is at the heart of everything we do. VicRoads Registration and Licensing, and Custom Plates businesses have recently undergone a major corporate transformation as part of a Joint Venture partnership which is aimed at strengthening service delivery platforms, digital and online products and services, organisational culture, operating models and commercial sustainability to deliver our long-term strategy. Our new Joint Venture partnership will ensure we provide our customers and the Victorian community with even greater access to our products and services
Job Details
Department: Department of Transport
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VRO2
Work Location: Bendigo - Loddon area
Reference: VG/80009046DXT
Closing Date: 02-Oct-2022
Salary Range: $57,506 - $69,965
Job Duration: N/A
Attachments: JV Senior Customer Service Officer - CSC.pdf (PDF, 68KB)
Job Specification

Contact: Holley Dowling

Position Details

Senior Customer Service Officer - North West Rural

About the role:

Numbering over 800 staff, our Registration and Licensing (R&L) division significantly contributes to ensuring Victorians are safe on our roads by providing professional customer services, policy advice and specialist services to our customers. Working as part of our North West Rural cluster, you will be based out of various customer service centres e.g., Bendigo, Mildura, Echuca, Kyneton, Swan Hill and Maryborough.

We are seeking a Senior Customer Service Officer on a full-time basis. 

 About the job:

  • Deliver registration and licensing services around the needs of our customers in a dynamic environment, over the counter, face to face, by telephone and in writing, in accordance with established policies and procedures, work instructions and guidelines, in a professional, timely and courteous manner.
  • Investigate and resolve customer enquiries according to established policies and procedures, work instructions and guidelines, in a timely manner. effectively resolve customer complaints and escalate to supervisor where required.
  • Exercise judgement to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.
  • Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives.
  • Provide guidance and support to less experienced staff where required.

 What we are looking for:

  • Excellent communication skills coupled with a strong work ethic
  • Adaptability, flexibility and agility with regards to change and adopting new methods of working
  • A team player who is not afraid to go above and beyond where required

*Please find attached Role Statement for more information

As part of our Care, Share and Dare culture, VicRoads is committed to continually investing in our workforce and fostering an environment whereby all our employees feel valued, engaged and empowered. To attract, retain and develop great people, we provide genuine flexibility, a culture that supports people to be their best and be themselves, and great opportunities for career development. 

Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness.

Failure to comply with this condition of employment will impact your eligibility for employment in this position with VicRoads.

For more information or a confidential discussion regarding this opportunity please contact Holley Dowling at

Applications close 11:59pm Sunday 2 October 2022.

Please note VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as part of the selection process. VicRoads may also ask for your consent to check records maintained by Victoria Police and VicRoads and/or conduct a medical assessment as part of the selection process. All information provided to VicRoads will be treated in the strictest of confidence.

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