Escalations Officer

The Department of Government Services was established in 2023 to improve the experience for Victorian’s doing business and interacting with the government.

We are doing this by connecting and digitising our systems and platforms across state and local government, streamlining our corporate and procurement services and refocusing government policy and operations to make sure we are customer focused.

Department of Government Services brings together Digital Victoria, Service Victoria, Local Government Victoria, Consumer Affairs Victoria, the grant program centre and consolidates procurement policy, and whole of Victorian government telecommunications policy as well as the Working With Children Checks and Births, Deaths and Marriages. Oversight of Cenitex and the Public Record Office Victoria also transfers to DGS.

DGS also brings together VPS accommodation management, grant administration platforms and administration, and the procurement of whole of government goods and services. A new corporate shared service arrangement between DGS and central agencies (DPC and DTF) will deliver seamless and efficient services, while also driving VPS-wide corporate services reforms.

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: VPSG3
Work Location: Ballarat - Central Highlands
Reference: VG/DJ8571/DJ8569/MAR23
Closing Date: 26-Mar-2023
Salary Range: $73,842 - $89,661
Job Duration: N/A
Attachments: DGS_Position Description Escalations Officer.pdf (PDF, 165KB)
Job Specification

Contact: Kat Dewberry on +61 400 410 403

Position Details

About us
Consumer Affairs Victoria (CAV) is the state's consumer regulator who ensure a fair and competitive marketplace in Victoria.

The Information & Dispute Services Centre (IDSC) provides information and advice across a range of mediums to support voluntary compliance and inform businesses, landlords, consumers and tenants about their rights and responsibilities. In certain circumstances Consumer Affairs Victoria (CAV) will provide dispute services. These services are compliance oriented and are focussed on obtaining an outcome consistent with the law.


About the role
As an Escalations Officer, you will be responsible for:

  • Assessing and responding to complaints and contacts received by Consumer Affairs Victoria in accordance with the relevant legislation and case management guidelines.


About you

As our ideal candidate you will have:

  • Theoretical knowledge of CAV's Regulatory approach and Compliance Policy.
  • Experience or sound knowledge of CAV's legislative enforcement activities, including a working knowledge of CAV's Escalation Framework.
  • Sound knowledge of the legislation and policies administered by Consumer Affairs Victoria.
  • The ability to learn software packages.


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 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.



The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees consistent with the department's obligations under the Occupational Health and Safety Act 2004 (Vic). Therefore, there is a requirement that all DJCS employees be fully vaccinated against COVID-19 in order to undertake duties outside of their homes.

At interview stage and prior to commencement of employment with the department, you will need to provide evidence that you are vaccinated against COVID-19 with three doses of a COVID-19 vaccine. 

Upon commencement of employment with the department you will be required to provide evidence that you have an up-to-date vaccination status within the timelines specified by the department into the DJCS Service Portal. This includes evidence of three doses of a COVID-19 vaccine required by the department (from time to time).

Acceptable evidence includes:

  1. COVID-19 digital certificate (available via your myGov account)
  2. Your immunisation history statement (available via your myGov account)

Other documentation outside the above will not be accepted as evidence of having received your COVID-19 vaccine doses.

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