Hearing and Service Support Officer

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission. 

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'. 

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

VCAT

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including residential tenancies, planning and environment disputes, consumer and building matters, guardianship and administration, professional regulation and human rights. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About the Role

This is an exciting opportunity to join the team at VCAT's Community Based Venue in Frankston as a Hearing and Service Support Officer (VPS3).

The Hearing and Service Support Officer is a multi-functional role responsible for delivering frontline services to VCAT users, parties in cases and external service providers, while providing high-quality administrative support through the end-to-end processing of applications and case management activities.

Reporting to the Community Based Venue Manager, you will work as part of a small, dedicated team, supporting VCAT Members in preparation for and during hearings and helping ensure the smooth delivery of tribunal services. You will play a key role in managing hearings, assisting tribunal users, facilitating early dispute resolution opportunities and providing administrative and technical support across a range of case types.

You will be responsible for:

• providing responsive counter service and assisting Tribunal users with enquiries, information and referrals
• supporting the management of in-person, virtual and hybrid hearings, including coordinating parties, interpreters and security requirements
• assisting Members throughout the hearing process by providing administrative, procedural and technical support
• facilitating early dispute resolution opportunities in line with VCAT's operating model
• undertaking case management, scheduling, correspondence and other end-to-end administrative functions
• maintaining accurate records and data within case management systems and service reporting tools
• building effective relationships with internal and external stakeholders, including duty lawyers and advocates
• exercising delegated functions and contributing to the efficient operation of Tribunal services

The role is primarily based onsite at the VCAT Frankston Community Based Venue and may require travel to other VCAT locations, including regional venues and Melbourne CBD locations, as required.

This is a full time, fixed term position from 16/11/2026 to 16/05/2027, based onsite.

About You

To be successful in this role, you will be a highly organised and adaptable team player who thrives in a fast-paced service environment. You will enjoy working with a diverse range of stakeholders, delivering excellent customer service and contributing to continuous improvement initiatives that enhance the experience of Tribunal users.

The ideal candidate will bring:

• demonstrated experience providing high-quality customer service and administrative support in a fast-paced environment
• strong organisational skills, with the ability to manage competing priorities while maintaining accuracy and attention to detail
• excellent communication and interpersonal skills, with the ability to engage professionally with a diverse range of stakeholders
• confidence using case management systems, databases and technology to support service delivery and outcomes
• sound judgement and problem-solving skills, including the ability to respond effectively to changing priorities and complex situations
• the ability to work collaboratively as part of a small team while also exercising initiative and working independently
• a commitment to delivering accessible, professional and customer-focused services
• flexibility to work across VCAT locations and adapt to changing operational requirements
• a passion for identifying improvements to processes and procedures and contributing to the ongoing development of VCAT's Community Based Venue model

How to apply

Click the ‘Apply Now' button, ensuring you include the following in your application:

• A resume
• A short cover letter

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.