Customer Experience Officer

1 week ago

Ballarat, Victoria, Australia Service Victoria Full time
Who we are
Service Victoria is the one place to go for government services. It's our job to make things easy.

Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.

The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department.

Our senior leadership team and the corporate areas (finance, procurement, budget) are close-knit and collaborative, an integral part of the organisation.

We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration.

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 use a range of market-leading technology, such as AWS, Salesforce, , React, MuleSoft, Sitecore (.NET), HTML/CSS/JavaScript, and Java.

From a Salesforce point of view, we use areas such as Service Cloud, Experience Cloud, OmniStudio and Public Sector Solution.

The Opportunity

As Service Victoria grows, and moves into its operational phase, 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.

Service Victoria is now focused on building the future organisation and the appropriate IT organisation structure and capability that will allow the implemented solutions to be maintained, supported and expanded upon on an on-going basis.

You will also have a chance to work on continuously improving our service offering by bringing in structured improvements based on data analytics and insights
About The Role

In this role, you will be creating easily accessible and precise business intelligence solutions, cultivating collaborative relationships with stakeholders, utilising data to drive enhancements, conducting in-depth research, and demonstrating both teamwork and self-driven capabilities.

Join our team to lead impactful initiatives, drive progress, and contribute to the continuous success of Service Victoria's unwavering commitment to exceptional service delivery.

Your expertise will play a vital role in shaping a culture of continual growth and elevating the overall customer experience for all Victorians.

Key responsibilities
The core responsibilities of the Customer Experience Officer include:

  • Perform document verification 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.
  • Suggest continuous improvement of our virtual assistant content based on experience from customer interactions.
  • Contribute to building and maintenance of our knowledge base and training materials.
  • Other ad-hoc tasks as required
Key Selection Criteria

  • A 'customer centric' approach - You are passionate about exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support with a strong undestanding of privacy and data security policy. You have a strong ability to remain calm under pressure.
  • Service Excellence - Demonstrates a customer first culture and ensure customer expectations are met or exceeded by taking ownership of assigned cases/tickets and striving to track, follow up, and resolve them in a timely manner.
  • Communication skills - Demonstrates exceptional and empathetic verbal and written communication skills while addressing customer support challenges.
  • Problem Solving - Ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the the VPS code of conduct. You are able to demonstrate areas where you have been able to provide innovative solutions to customer problems.
Desirable requirements
Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support.
Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded)
Previous experience utilising Office 365 programs such as Word, Excel etc
What we offer

Flexible, hybrid, and remote working if you prefer (but you'll need to be based somewhere in Victoria as there's still a need to come to the office).

Follow your ambition. Get the support you need to grow. There's plenty of room to move around and try new things. We foster supportive work environments and want a public sector wo

  • Customer Experience Officer

    1 week ago

    Ballarat, Victoria, Australia Talent International Full time

    Job Details:LocationBallaratSalaryNegotiableJob TypeFull TimeRefBBBH97238_ ContactDonal McCannPostedabout 4 hours ago Ballarat Location Hybrid Working ArrangementThe Online Customer Experience Officer will be helping the general public with any queries on how to complete transactions online through Webchat and various social media channels.This is not a call...

  • Customer Experience Officer

    1 week ago

    Ballarat, Victoria, Australia Service Victoria Full time

    If you're all about awesome customer service and want to work with a great bunch of people, then let's talk...Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia last year. We help millions of...

  • Customer Experience Officer

    1 week ago

    Ballarat, Victoria, Australia City of Ballarat Full time

    Part-time role at the Ballarat Aquatic & Lifestyle Centre:Band 3 $ $31.83 per hour + super:- Evenings and weekend availability requiredPart-time Ongoing Position - 30 hours per week**About the Position:We currently have exciting opportunities for customer focused individuals to join our Customer Experience team at Ballarat Aquatic and Lifestyle...

  • Customer Experience Officer

    1 week ago

    Ballarat, Victoria, Australia City of Ballarat Full time

    Casual positions available at the Ballarat Aquatic & Lifestyle Centre:Band 3 Salary from $ $39.78 per hour inclusive of casual loading plus superannuation*:- Evenings and weekend availability is requiredAbout the Position:We currently have exciting opportunities for customer focused individuals to join our Customer Experience team at Ballarat Aquatic and...

  • Customer Experience Officer

    1 week ago

    Ballarat, Victoria, Australia Service Victoria Full time

    Who we are Service Victoria is the one place to go for government services. We deliver modern government services designed around people's needs.About the role Our Customer Support team is responsible forproviding support to the Victorian public, agencies and Victoria Government departments for products and services developed by Service Victoria.The CxO team...

  • Customer Experience Officer

    1 week ago

    Ballarat, Victoria, Australia Service Victoria Full time

    Who we areService Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior...

  • Vps2 Customer Experience Officer

    1 week ago

    Ballarat, Victoria, Australia Chandler Macleod Full time

    Chandler Macleod are seeking enthusiastic Customer Experience Offices for our Government client located in Ballarat - Western Regional Victoria.The Opportunity:Current hours of operation are 8am to 8pm, Monday to Friday, however as this is a new Centre, we require people who can work between the hours of 9.00am - 5.00pm, Monday to FridayApplicants must be...

  • Visitor Experience Officer

    1 week ago

    Ballarat, Victoria, Australia City of Ballarat Full time

    Casual***: - Hourly Rate $ $31.83 per hour plus 25% casual loading and superannuation***: - Eureka Centre Ballarat***About the roleEureka Centre Ballarat is seeking casual Visitor Experience Officers to welcome and introduce visitors to the experiences offered at the Eureka Centre. This is an active customer-focussed role based at the front desk. As part of...

  • Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia Chandler Macleod Full time

    Chandler Macleod in partnership with R&L Services (Formerly VicRoads) are seeking enthusiastic Customer Service Officers for their regional office locations in Western Victoria.These locations include:Ballarat, Ararat, Colac, Hamilton,Horsham, Portland and WarnamboolThe role is responsible for resolution of Registration & Licensing (R&L) customer enquiries...

  • Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia gforce employment + recruitment Full time

    About the RoleWe currently have multiple Customer Service Officer opportunities working in the state-of-the-art Ballarat GovHub. In these roles, you will be chatting with customers to ensure they feel heard, and actions are being taken. You will be a quick thinker and thrive on problem solving.Sounds interesting, keep readingas a Customer Service Officer,...

  • Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia gforce employment + recruitment Full time

    Whilst working as an enthusiastic and highly motivated Customer Service Officer / Licence Testing Officer you will work for our client, a well-renowned organisation. You will need to be flexible to work between 3-5 days a week between the hours of 8.30am and 4.30pm Monday FridaySounds interesting? APPLY TODAYWhat's in it for you?Great hourly rate $30+ Per...

  • Customer Service Officers

    1 week ago

    Ballarat, Victoria, Australia Davidson Group Services Full time

    We are currently looking for multiple experienced Customer Service Officers to join this well recognised Victorian Government department, based on-site in their brand new Ballarat office.Working as part of a collaborative team your existing skills and exceptional attention to detail will be well utilised as you work towards completing the following tasks;...

  • Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia HOBAN Recruitment Full time

    Customer service opportunity not to be missed Join a supportive and collaborative team environment with ongoing up-skilling and development.We are currently seeking experienced Customer Service professionals for opportunities for our client in Ballarat.Whilst working as an enthusiastic and highly motivated Customer Service Officer / Licence Testing Officer...

  • Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia Boost recruitment Full time

    Job purpose: Manage the first level of inbound contact with the customer and deliver the first level of response to customer requests, issues and bookings Attend to enquiries, provide information, and request follow ups to ensure customer expectations are met Undertake general administrative tasks including the maintenance of customer database and customer...

  • Customer Contact Officer

    1 week ago

    Ballarat, Victoria, Australia Serco Full time

    EXCITING OPPORTUNITY WORKING WITH THE POLICE ASSISTANCE LINEMultiple roles available commencing August Express your interest now and one of our team will contact you.Do you have a passion for the community and delivering a high level of customer service whilst working close to home? We invite you to join our supportive team at Serco, based in Ballarat...

  • Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia Uniting Vic Full time

    Job no: 511697Work type: Maximum Term Part TimeLocation: BallaratCategories: Child, Youth and Families Residential Services- Leading Community Services Organisation:- Salary packaging and competitive sector remuneration:Full-time, Maximum term position (6 Months):- Based in WendoureeAbout the opportunityThe Customer Service Officer (CSO) is a central point...

  • Customer Contact Officer

    1 week ago

    Ballarat, Victoria, Australia Serco Full time

    EXCITING JOB OPPORTUNITY at the POLICE ASSISTANCE LINE!Ready to join a dynamic team working close to home and delivering top-notch customer service to the community? Look no further - Serco in Ballarat is the place to be, supporting Victorians on behalf of the State Government.Employment Type: Full Time and Part Time roles availableTraining: 6 weeks of PAID...

  • Billing Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia Flexhive Full time

    Job Title: Billing Customer Service Officer Position Details:Employment Type: Full-time Division / Department: Corporate Services / Financial Transactional Services Reports To: Team Leader Billing Customer Service Pay: $40/hour Hours: Full time Contract: 6 months with possibility of extension Location: Ballarat Role Purpose: Responsible for the efficient,...

  • Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia HOBAN Recruitment Full time

    Join our team in Ballarat and embark on a journey of growth and fulfillment Are you a high-level Customer Service professional looking for an exciting opportunity close to home? We have the perfect role for you What You'll Do:Uphold our clients' policies, ensuring satisfaction both over the counter and on the road.Test and assess learner drivers on...

  • Ar Customer Service Officer

    1 week ago

    Ballarat, Victoria, Australia Ambulance Victoria Full time

    At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what role you play in delivering our critical services to the Victorian public, you join a team dedicated to bringing our vision...