About us 

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.  

About the role 

The DGS Contact Centre supports whole-of-Victorian Government service delivery. Consumer Affairs Victoria (CAV),  Service Victoria (SV) and Registry of Births, Deaths and Marriages (BDM), as part of the DGS Contact Centre, are seeking both full-time and part-time applicants for several Melbourne CBD or Ballarat-based Customer Experience or Enquiry/Registy Officer roles. Our aim is to assist, educate and support people in the community, especially those who are vulnerable and disadvantaged, and our vision is a connected government services system, working to build a safer, fairer, and stronger Victoria.

We are currently recruiting multiple ongoing VPS2 positions to work at the newly created Whole of Victorian Government contact centre in BOTH Melbourne CBD and Ballarat.

About you

• Are you passionate about making a real difference to the Victorian community? 
• Looking to re enter the workforce or transitioning towards retirement?
• Interested in flexible working arrangements? 
• Work / Life balance – no weekends, public holidays or after hours work! 
• Want to work in an inbound-only contact centre? 
• No background in Australian legislation? No problem, we provide the training!  
• No background in contact centres? No problem, we're looking for great people people!
• Ongoing support and guidance in reaching the operating environment's common goals. 
• PLUS the option to work from home once these goals are achieved. 

Please note, the role start date will be discussed during the interview stage of the recruitment process and will vary according to geographic location. Most roles will commence in January 2025.

Key Accountabilities include:

• As primary point of contact for services by CAV, SV and BDM, effectively and efficiently attend to and resolve telephone and online enquiries from consumers, traders, rental providers, renters and the public.
• Provide accurate relevant legislative advice and information on the rights and responsibilities of consumers, traders, landlords and tenants.
• Provide assistance in the registration of life events such as births, adoptions, deaths and marriages.
• Provide guidance to members of the public utilising the Services Victoria identity verification check systems
• Evaluate and process complaints and enquiries presented in writing and by phone.

Skills and Qualifications

For specific responsibilities please review the attached position descriptions. 

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

How to apply 

Prior to submitting an application, please ensure you read all job position descriptions.

Apply before the advertised closing date 11:59pm on Thursday, 12 December 2024. All applications should include: 

• a resume; and 
• a cover letter (not greater than three pages) which addresses

1. Your passion and experience in providing outstanding customer assistance.
2. Which location/s you are able to work from.

In accordance with the Jobs and Skills Exchange Policy, Victorian Public Service employees are required to apply via the JSE for primary consideration access. 

Other relevant information 

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.  

Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check. 

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.