Client Services Officer

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation, or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?
Job Details
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Department: Department of Justice and Community Safety
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VPSG2
Work Location: Melbourne - Eastern Metro
Reference: VG/D01079JUNE2024
Closing Date: 24-Jun-2024
Salary Range: $56,834 - $72,985
Job Duration: N/A
Attachments: Position Description - VPS2 - Client Services Officer_Final (1).pdf (PDF, 222KB)
Job Specification

Contact: Rachael Meager on 0408 920 678
Rachael.Meager@justice.vic.gov.au

Position Details

  • Utilise your customer service and administration expertise to provide support and advice to the Liquor Control Victoria branch
  • Ongoing, Full-Time opportunity to work with a high-performing and passionate team in the Victorian Public Service
  • VPS Grade 2: $56,834 - $72,985 plus superannuation.

About Us:

Liquor Control Victoria is a business unit of the Department of Justice and Community Safety and supports the independent Victorian Liquor Commission by providing strategic, operational and administrative support and by performing various regulatory functions under delegation.

The Victorian Liquor Commission, supported by Liquor Control Victoria, is responsible for issuing liquor licences and overseeing industry compliance and enforcement to ensure that Victorians and visitors to the state enjoy safe and responsible liquor licenced environments.

At Liquor Control Victoria we have an opportunity for an on-going Client Services Officer in the Client Services team. The role would suit someone who works well with others and is able to provide high quality customer service over phone, email and face-to-face. Experience in government and assisting with policy and legislation enquiries is highly desirable.

About the Role:

A Client Services Officer works as part of the Client Services team and is responsible for delivering high quality customer services via a centralised phone number, email address and front counter. This includes providing consistent, accurate information in response to licence enquiries, and working to resolve issues and complaints in a helpful, professional, and timely manner.

The role also provides administrative support to assist the day-to-day operations of the Client Services team and, more broadly, Liquor Control Victoria.

Some of your duties will include:

  • Delivering high quality client services via a centralised phone number, email address and front counter by providing consistent, accurate information in response to licence enquiries and work to resolve issues and complaints in a helpful, professional, and timely manner.
  • Drafting standard correspondence and communications for internal and external stakeholders, developing standard operating procedures, policies, guidelines, correspondence and documentation on key service process measures and trends, in support of internal and external operational requirements.
  • Carrying out administrative tasks such as maintaining databases, order publications and register documents.

To learn more about this role before applying, please read the attached position description.

About You:

As an ideal candidate, you will possess:

  • The ability to interpret customer enquiries and provide appropriate information based on relevant legislation.
  • Critical Thinking and Problem Solving: Seeks resolution of problems through policy or process guidelines; otherwise seeks guidance by providing information and ideas relevant towards resolution of problem. Understands concepts enabling improvements in critical thinking and problem solving.
  • Influence and Persuasion: Understands the pros/cons of a different approaches; uses direct logical persuasion in a discussion or presentation by using concrete examples, facts and figures to support their argument.

How to Apply:

Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

FOR INTERNAL VPS EMPLOYEES:

  • For this particular vacancy, priority consideration applies to Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform.
  • For all VPS employees, due to the new Jobs Skills Exchange (JSE) policy, please apply through the JSE to be eligible to be considered for this position in the first round.

IMPORTANT INFORMATION:

CHILD SAFE STATEMENT OF COMMITMENT:

The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.


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