Job Details

Senior Customer Service Officer
• Bring your exceptional customer service and administration skills to the VBA.
• Supportive team environment.
• Ongoing, full-time opportunity.

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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/OPS/EIC/1916
Closing Date: 20-Jan-2019
Salary Range: $67,866 - $75,136
Job Duration: N/A
File Attachment: pd - eic - senior customer service officer - grade 3.1 - ongoing - jan 2019.docx
Contact: Kiran Kooner, Acting Manager Customer Services
Contact Details: 03 9618 9117

Position Details

The Victorian Building Authority is seeking an experienced Senior Customer Services Officer who will be responsible for delivering high-level administrative and customer service support to the Customer Services team,  which provides a central processing point for all incoming enquiries. This person will also be a key point-of-contact between the VBA, practitioners and consumers, mentor team members and manage complex enquiries within operational business requirements.

Key Selection Criteria

To be successful in this position, you will need: 

  • demonstrated experience delivering high levels of customer service including,  proactively identifying customer requirements and providing effective management and resolution of enquiries;
  •  excellent verbal and written communication, interpersonal and negotiation skills, with the ability to deal effectively with a range of internal and external customers;
  • demonstrated experience in mentoring and coaching team members, including providing guidance on operational standards;
  • 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 proficiency in the use of Information Technology including, Microsoft Office and related databases (using and maintaining); and
  • self-management skills with the ability to plan and prioritise work and to continually develop and increase efficiency.

Why work for the VBA?

The VBA is a values-based organisation that invests in its employees. Our values are: 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; and
  • employee learning and development opportunities.

To find out more about why the VBA is a great place to work, visit 'Careers' at

Salary Details

A 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 their skills and experience.

Application Process

To view the full position description and start your application, click ‘Apply Now'.

The VBA's job application process requires you to:

  • upload your current resume;
  • a cover letter;
  • proof of your right to work in Australia (e.g. citizenship or residency documents, or a valid Australian working visa); and
  • proof of any qualifications relevant to the role.

Complete the questionnaire provided after you click ‘Next' at the bottom of the application.

Please note:

  • 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 practices apply, which may include interviewing, skills and competency testing, reference checking and other selection processes.

Applications are due by midnight on Sunday 20 January 2019.  

No agencies, please.

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