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Service Officer X 4, Victorian Civil and

2 months ago

Melbourne, Australia Victorian Civil and Administrative Tribunal Full time

Location: Melbourne | CBD

Job type: Other / 1 x Ongoing,3 x Fixed term (to 30.6.24 & 30.6.25)

Organisation: Victorian Civil and Administrative Tribunal

**Salary**: $56,271 - $72,262

Occupation: Customer Service/Call Centre

Reference: VG/VT1856_VT2078_VT2084
- Service Officer VPS2 in VCAT Service Delivery Group’s Contact Centre
- Work location: Hybrid - WFH / 55 King Street, Melbourne
- Work hours: 8.30am - 4.36pm Monday to Friday

**About the role**

Working in a hybrid model, you will work from home and 55 King Street Melbourne where you will assist VCAT users by providing them with personalised procedural and process relating to VCATs services.

You will work with people across all parts of the Victorian community, from self-represented litigants, to regular VCAT users such as Real Estate Agents, Lawyers and other professionals.

**About you**

We are looking for customer service super stars who can provide impartial process and procedural advice to a wide range of users. You will have a high level of resilience, patience and understanding and remain calm in high pressure situations. Experience working within a high volume contact centre and/or customer service role is highly desirable.

**What we are looking for**:

- Demonstrated experience in a providing phone-based customer service
- Specialist knowledge expertise - you will be required to learn and understand government legislation and explain this to VCAT users (customers) in a manner that they can easily understand
- An ability to demonstrate empathy and patience as you interact with people that may find themselves in difficult circumstances and seek assistance from VCAT
- Strong verbal, written communication and problem-solving skills
- A good listener - you will need to identify the needs of the user and provide them with relevant and accurate information
- Quick learner - you will be required to learn complex information and multiple systems within your role
- IT savvy - An ability to navigate multiple systems while serving users
- A high level of resilience, remaining calm in high-pressure situations
- Experience in de-escalation and conflict resolution techniques
- Someone who is passionate about delivering an outstanding level of customer service

**How to apply**
- resume
- a short cover letter

**Other Information**:
Court Services Victoria (CSV) is the employer of staff at all Victorian courts and tribunals, the Judicial College of Victoria, and the Judicial Commission of Victoria. CSV offers a wide range of legal and non-legal career options as well as attractive employee benefits.

CSV is committed to building a diverse workforce, inclusive culture, providing a safe and respectful workplace and has zero tolerance for violence against women. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment.

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