Senior Customer Service Officers

• Multiple ongoing and fixed term roles are available
• Build your customer service skills in an award winning, modern and progressive government agency
• Salary $81,496 plus 12% superannuation – VPS Grade 3
• Based in Ballarat Govhub, with hybrid working arrangements

The opportunity

The Senior Customer Service Officer is the first point of contact for our customers. As part of the Customer Services Branch, recipient of the Best Government Contact Centre of the Year award in 2026, you'll join a team recognised for consistently high employee engagement scores and a strong culture of collaboration and achievement. These roles are responsible for providing exceptional service to SRO customers on areas of technical and professional expertise, using legislation to guide decision making.  

Based at the state-of-the-art Ballarat GovHub, which is centrally located, the Senior Customer Service Officer contributes to the administration of various revenue lines, by updating and maintaining the customer database, delivering effective and efficient customer service and reaching agreed key performance indicator targets.

Reporting to a Team Leader, you will be responsible for:

• Answering telephone calls, responding to taxpayer enquiries and forwarding calls.
• Providing service to internal and external clients and customers of the Division.
• Accurately inputting, collating and storing data on contact centre databases.
• Responding to moderately complex enquiries, and explaining concepts effectively to internal and external customers.
• Preparing letters, emails and reports using clear language that is targeted to the intended audience.

Who we are looking for

To be successful in this role, you will have:

• A passion and commitment to delivering excellent customer service while maintaining a keen eye for detail.
• Strong written and verbal communication skills.
• A focus on results, with the ability to operate in a fast-paced environment, applying analytical thinking to problem solve and achieve outcomes.
• Self-motivation, confidence, and a positive attitude contributing to a supportive team culture.
• The ability to provide guidance and mentoring to less experienced team members.
• The desire to continuously learn, expanding your technical knowledge and developing your skills.

How to apply

Submit an application via the ‘Apply now' button by 11.59pm on Tuesday 18 August 2026.

You will need to:

• upload a cover letter outlining why you are the best person for this role,
• and resume.

More information

You can find out more about this role via the position description. You can also contact Paul McKee, Branch Manager, Customer Services Branch, on 9628 6972.

If you require any adjustments to assist you to participate in the recruitment process, or you need a copy of this advertisement in an accessible format, email HRServices@sro.vic.gov.au.

Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, qualifications, work history, work visa, and police record history.

This role may be subject to a probation review.