Enquiries Officer

2 months ago

Melbourne City Centre, Australia Department of Premier & Cabinet Full time

We are currently recruiting multiple ongoing and fixed term VPS2 positions to work at the newly created Whole of Victorian Government contact centre.
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 Victorian Government Contact Centre is a small contact centre that supports whole-of-Victorian Government service delivery. Consumer Affairs Victoria (CAV) and Sevice Victoria (SV), as part of the Victorian Government Contact Centre, are seeking both full-time and part-time applicants for several Ballarat-based Enquiries/Customer Experience 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.
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
- Ongoing support and guidance in reaching the operating environment's common goals.
- PLUS the option to work from home once these goals are reached.

Please note, the role start date will be discussed during the interview stage of the recruitment process.
**Key Accountabilities include**:

- As primary point of contact for services by CAV and SV, effectively and efficiently attend to and resolve telephone and online enquiries from consumers, traders, rental providers, renters and the general public.
- Provide accurate relevant legislative advice and information on the rights and responsibilities of consumers, traders, landlords and tenants.
- Evaluate and process complaints and enquiries presented in writing and by phone.
- Provide information about dispute settlement and identify potential breaches of legislation.
- Provide resources to empower people to deal with consumer issues.

For specific responsibilities please review the attached position descriptions. These positions are only open to applicants with relevant rights to work in Australia.
How to apply
- a resume; and
- a cover letter

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.
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.

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