Service Officer x 2, Victorian Civil and Administrative Tribunal (VCAT)

• 2 x Full time, fixed term, VPS Grade 2 positions
Job Details
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Department: Court Services Victoria
Work Type: Various
Job Function: Customer Service / Call Centre
Classification: VPSG2
Work Location: Melbourne - CBD
Reference: VG/VT2076_VT1993
Closing Date: 31-Jan-2023
Salary Range: $55,439 - $71,194
Job Duration: until August/December 2023
Attachments: VT2076 and VT1993 - PD.pdf (PDF, 236KB)

Contact: Dan Coric

Position Details

About the role

  • Working within a high-volume contact centre environment, you will be part of a dynamic team of Service Officers within our Service Delivery team
  • You will educate users on VCAT's processes and provide them with information relating to their case/personal circumstances 

What we are looking for:

  • Demonstrated experience in a high-volume contact centre environment is essential; including the ability to navigate multiple systems while talking on the phone
  • Strong verbal and written communication skills - ability to tailor communication to your audience
  • A good listener – you will need to identify the needs of the caller and provide them with relevant and accurate information, including utilising your problem-solving skills
  • Quick learner – you will be required to learn and understand government legislation, internal processes, and multiple systems within your role
  • Reliable and resilient – you are punctual, committed, and can remain calm in high-pressure situations
  • Someone who is passionate about delivering an outstanding level of customer service
  • Computer literacy

You will be required to:

  • Be available to work Mon-Fri 8:30am-4:36pm, 38 hours per week
  • Be vaccinated against Covid-19
  • You will be required to work onsite for your initial training but will then be able to choose whether you work from home, the office or work a hybrid arrangement after this time.


  • Option to work from home with computer equipment provided until at least April
  • Employee Assistance Programme (free counselling services)
  • Option to join our active Social Club
  • Access to Fitness Passport
  • A friendly workplace culture that embraces diversity

How to apply

To apply, please click the ‘Apply Now' button, ensuring you include the following documents in your application:

  • resume 
  • a short covering letter - outlining addressing Key Selection Criteria
  • and following question: 
  1. Describe a time where you had to deliver unfavourable news to a client or customer. What was the unfavourable news you had to deliver, how did you overcome any objections, and what was the end result?

Other Information:

Court Services Victoria (CSV) is the employer of staff at all Victorian courts and tribunals, the Judicial College of Victoria, and the Judicial Commission of Victoria. CSV offers a wide range of legal and non-legal career options as well as attractive employee benefits.

Employees of Court Services Victoria are required to comply with any applicable government pandemic order, as well as any policy implemented by Court Services Victoria, in relation to mandatory vaccinations against COVID-19.  It is a condition of any offer of employment that applicants for vacant roles with Court Services Victoria agree to comply with any applicable pandemic order or policy regarding mandatory vaccinations.

CSV is committed to building a diverse workforce, inclusive culture, providing a safe and respectful workplace and has zero tolerance for violence against women. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment.

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