Senior Customer Service Officer

At VicRoads, we make peoples’ lives better, through journeys that are safe, reliable, efficient and sustainable, judging our performance by our customers’ experience. We work by caring about people, communities and making their lives better, sharing with each other to have greater impact through our collective effort, and daring to seize opportunities and take on tough challenges. These themes shape the way we plan, consult and deliver with Victorians every day.
Job Details
Department: Department of Transport
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VRO2
Work Location: Mildura - Mallee area
Reference: VG/99996457DXT
Closing Date: 05-Dec-2021
Salary Range: $56,378 - $68,593
Job Duration: N/A
Attachments: Senior Customer Service Officer Role Statement .pdf (PDF, 126KB)
Job Specification

Contact: Richard Barker
03 5002 1011

Position Details

Senior Customer Service Officer - Mildura

Salary: $56,378 - $68,593 plus Super
Tenure: Ongoing/ Full-time
Location: North West Rural – Mildura, Bendigo, Echuca, Kyneton, Swan Hill and Maryborough.

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., Mildura, Bendigo, 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:

  • Exceptional customer service skills, a positive can-do attitude with a keen eye for detail
  • 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
  • Intermediate computer literacy skills


*Please find attached Position Description 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 of 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. We embrace diversity and inclusion and are proud our workforce reflects the community we serve.

For more information or a confidential discussion regarding this opportunity please contact Richard Barker on 03 5002 1011.

Applications close 11:59pm Sunday 5 December 2021.

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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