Job Details

Senior Customer Service Officer
• Bring your exceptional customer service and administration skills to the VBA
• Supportive team environment
• X 2 full-time, ongoing opportunities available

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Department: Victorian Building Authority
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VPSG3.1
Work Location: Melbourne - CBD
Reference: VG/EIC/CSU/1903
Closing Date: 25-Feb-2018
Salary Range: $65,713 - $72,753
Job Duration: N/A
File Attachment: pd - eic - senior customer service officer - grade 3.1 - ongoing - feb 2018.docx
Contact: Vicky Samargis, Manager Customer Services
Contact Details: 9618 9299

Position Details

We are seeking an experienced Senior Customer Service Officer who will be responsible for delivering high-level administrative and customer service support to the Customer Services team. The teams focussed is providing a central processing point for all incoming enquiries by creating a key point of contact between the VBA, practitioners and consumers.

Key Selection Criteria

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

  • Ability to deliver high levels of customer service including proactively identifying customer requirements and providing effective management and resolution of enquiries.
  • High level verbal and written communication, interpersonal and negotiation skills, with the ability to deal effectively with a range of internal and external customers.
  • Experience in providing high-level administration and reporting in a customer service focused environment.
  • Ability to work collaboratively in a team to achieve outputs and agreed deliverables
  • Demonstrated experience in mentoring and coaching team members, including providing guidance on operational standards and maintain training resource materials.
  • Demonstrated proficiency in the use of Information Technology tools including, Microsoft Office and databases (using and maintaining).
  • Self-management skills with the ability to plan and prioritise work and use knowledge about self to continually develop and increase efficiency.

Why work for the VBA?

Work for the Victorian Building Authority (VBA) and you will join a values-based organisation who invests in employees. Our value: We Problem Solve, We Work as One and We Deliver.

Benefits of working for the VBA include:

  • Flexible working arrangements
  • Employee health and wellbeing initiatives
  • Amazing workplace in our award winning, heritage listed, 5-Star Green Star Docklands office
  • Employee learning and development opportunities

To find out more about why it's great to work for the VBA, visit 'Careers' at

Salary Details

Base salary in the Grade 3.1 range of $65,713 - $72,753 per annum (plus 9.5% super), will be negotiated with the successful candidate, depending on skills and experience.

Application Process

For full job details and to apply, click 'Apply Now' below.

The VBA job application process requires you to:

  • Upload your current resume, cover letter, proof of your right to work in Australia (citizenship or residency document or Australia working visa) and any qualifications relevant to the role.
  • Complete the questionnaire provided after you click ‘Next' at the bottom of the application page
  • Candidates are not required to address all selection criteria, only those listed in the questionnaire. 
  • Only electronic applications submitted via will be accepted
  • Standard recruitment practice applies, which may include interviewing, skills/competency testing, reference checking and/or other selection processes.

Applications due by midnight on Sunday 25 February 2018.

No agencies please.

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