Full time fixed term-12 months Location-Ballarat

An exciting opportunity is available for a Customer Experience Officer rolewith Service Victoria.

As a modern, outcomes driven technology organisation, Service Victoria is embracing remote first working for this role.

Service Victoria is an Administrative Office within the Department of Premier & Cabinet charged with simplifying, improving and modernising essential government transactions and delivering customer service.  

We are working hard to deliver a customer service system around what Victorians want and need, rather than what works for government. We know people want easier access to government transactions, including online options. 

Customer feedback about our service has been overwhelmingly positive with satisfaction rated at around 96 percent.  

We are a customer-centric organisation with functional expertise in customer experience, product development, public policy, agile delivery, information technology, service management and corporate governance.  

We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems.  

We will continue to progressively add new transactions and new functionality to existing capabilities, including digital licences, digital proof of identity, online accounts and payments, with a particular focus on our mobile app.  

What a Customer Experience Officer does at Service Victoria:

Digital Customer Support team in Service Victoria is responsible for providing support to the Victorian public, agencies and Victoria Government departments for transactions provided by Service Victoria.  The Digital Customer Support team delivers overall business support through ensuring exceptional customer and agency services, provisioning internal and agency accesses, providing subject matter expertise on all areas of supported government transactions, and ensuring digital service delivery through transaction testing, monitoring, incident management, and enhancements.   

Our mission is to provide extraordinary support by applying Service Victoria's customer experience principles that strengthens citizen preference for Service Victoria for government services. We aim to have appreciative citizens & agencies that consider us a valued partner. 

As part of this team, this role offers the opportunity for the right candidate to make a significant contribution to high customer satisfaction standards by supporting customers and agencies with their digital journey on the Service Victoria platform, and delivering continuous service improvements in a multi-channel support environment. 

On your first day you'll have:

• Deliver outstanding customer service by supporting customers across multiple digital and voice channels, including online/live chat, telephony and email 
• Work within a dedicated team supporting Service Victoria customers and key Government Departments/Agencies through web chat, case management, outbound calls (where required) , testing, training and email correspondence. 
• Perform applications on behalf of customers via our Offline Channel facility. 
• Perform document verifiction and identity verification on behalf of customers using our Offline Verification services 
• Perform data entry with a high level of accuracy and attention to detail. 
• Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.  
• Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary. 
• Support onboarding of new transactions by acting as subject matter experts for customer support processes, and agency business and compliance requirements, administer user acceptance testing, production verification testing, and other tasks as required. 
• Support continuous improvements of virtual assistant content based on experience from customer interactions 
• Contribute to building and maintenance of a procedural knowledge base and training materials. 
• Support business and agency user administration by assisting with service requests for Service Victoria business application and corporate application systems  
• Other ad-hoc tasks as required 

This position is only open to applicants with relevant rights to work in Australia.

How to apply: Apply before the advertised closing date, all applications should include:

a resume

a cover letter

The job closes on 29 May 2022 midnight.

Other relevant information:

• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work visa and comply with the 100-point Proof of Identity Check and national police records check
  • Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply
  • Non-VPS applicants will be subject to a probation period
  • All staff must comply with the Code of Conduct for Victorian Public Sector Employees
  • Terms and conditions for department employees are subject to the Victorian Public Service Enterprise Agreement 2020.
  • Under the Pandemic Orders DPC is required to collect, record and hold COVID-19 vaccination information for all employees and contractors who are, or may be, scheduled to work outside of their place of residence.