Reporting to the Escalated Resolution and Correspondence Manager, the Escalation Support Officer is a role that, in addition to the core Customer Experience Officer duties, will assist in the resolution of enquiries, escalations and complaints from retailers and industry participants.

As the point of escalation for Customer Service Officers, initially across an assigned rebate scheme, you will use existing tools and systems to respond to requests for information, enquiries and complaints in a proficient and timely manner.

You will apply strong knowledge of best practice resolution activities and work collaboratively with a range of key stakeholders across the business. You will use your experience to understand the operational context of the Solar Victoria program as it relates to Retailers and use this expertise to help mitigate further escalation of the issue or the concerns raised.

Specialist/Technical Expertise/Qualifications

• Qualification / trained in a relevant discipline such as customer service skills, call centre operator, help desk
• Experience in a call centre or help desk role using call centre and customer systems - Customer Relationship Management System (e.g Salesforce / Genesys)
• Previous experience in customer service, providing advice and support on complex products or services including building rapport with customers, including difficult customers or clients

This is a fixed term VPS 3.2 position available until 30 September 2025. The successful candidate can select a base of either our Melbourne or Morwell office, hybrid work arrangements are also available.

To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) summarising their skills and relevant experience.

For further information please refer to the attached position description.

Applications close at midnight on Tuesday, 18 March 2025.

Other relevant information:

If you are current Victorian Public Service (VPS) employee, employed on an ongoing, fixed term or casual basis you are eligible to apply for this role. People on labour hire contracts, such as agency staff and contractors, are not eligible to apply.

Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check. 

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. 

A Diverse, Inclusive and Flexible Workplace

DEECA welcomes applicants from a diverse range of backgrounds and we focus on the essential requirements of the job and being consistent and fair in our treatment of all applicants. We also understand that a balanced life is important to our employees. Talk to us about our flexible options such as working some days from home, starting early or late, working part time, job sharing or accessing paid or unpaid leave.