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
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Department: VicRoads
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Work Location: Western - Ararat
Reference: VG/VR/RAL/1441823
Closing Date: 24-Jan-2020
Salary Range:
Job Duration: N/A
Attachments: Senior Customer Service Officer - Ararat.docx (Word, 1.52MB)
Job Specification

Contact: Gerard Brumby
0476 851 638

Position Details

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 Western Rural cluster, we are seeking a Senior Customer Service Officer on a full-time ongoing 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

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 Gerard Brumby on 0476 851 638.

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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