At VicRoads, we make peoples’ lives better, through journeys that are safe, reliable, efficient and sustainable, judging our performance by our customers’ experience. We work by caring about people, communities and making their lives better, sharing with each other to have greater impact through our collective effort, and daring to seize opportunities and take on tough challenges. These themes shape the way we plan, consult and deliver with Victorians every day.

Senior Customer Service Officer

• Salary: $55,273 - $67,248 + Superannuation
• Tenure: Full Time / Ongoing
• Location: across our Geelong, Hoppers Crossing and Werribee Customer Service Centres.

About the role:

Numbering over 800 staff, our Registration and Licensing (R&L) division significantly contributes to ensuring Victorians are safe on our roads by providing professional customer services, policy advice and specialist services to our customers. Working as part of our Western Metro 3 cluster, we have a full-time ongoing position available across our Geelong, Hoppers Crossing and Werribee Customer Service Centres.

About the job:

• Deliver registration and licensing services around the needs of our customers in a dynamic environment, over the counter, face to face, by telephone and in writing, in accordance with established policies and procedures, work instructions and guidelines, in a professional, timely and courteous manner.
• Investigate and resolve customer enquiries according to established policies and procedures, work instructions and guidelines, in a timely manner. Effectively resolve customer complaints and escalate to supervisor where required.
• Exercise judgement to suggest improvements to customer service delivery processes and tools, and support corporate change initiatives.
• Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives.
• Provide guidance and support to less experienced staff where required.

What we are looking for:

• Exceptional customer service skills, a positive can-do attitude with a keen eye for detail
• Excellent communication skills coupled with a strong work ethic
• Adaptability, flexibility and agility with regards to change and adopting new methods of working
• A team player who is not afraid to go above and beyond where required
• Intermediate computer literacy skills

As part of our Care, Share and Dare culture, VicRoads is committed to continually investing in our workforce and fostering an environment whereby all of our employees feel valued, engaged and empowered. 

For more information or a confidential discussion regarding this opportunity please contact Elizabeth Lisolajski on 0417 677 293.

Applications close 11:59pm Sunday 7th March.