User Support and Service Officer, Victorian Civil

1 week ago

Melbourne City Centre, Australia Court Services Victoria Full time

**About Us**

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes.

VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

**About the role**

VCAT is moving towards excellence, and we're looking for a User Support and Service Officer to help users (customers) navigate our process and procedures.

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**

**What we are looking for**:

- Demonstrated experience in a providing customer service through a variety of different channels including in person and digitally
- Specialist knowledge expertise - you will be required to learn and understand government legislation and explain this to VCAT users in a manner that they can easily comprehend
- An ability to demonstrate empathy and patience as you interact with people that may find themselves in difficult circumstances and seek assistance from VCAT
- Understanding of relevant VCAT legislation (i.e. Residential Tenancies Act & Guardianship and Administration Act etc) is highly desirable
- Strong verbal, written communication, and problem-solving skills
- Ability to work with limited supervision and adapt quickly to change
- A good listener - you will need to identify the needs of the user and provide them with relevant and accurate information
- A high level of resilience, remaining calm in high-pressure situations
- Experience in de-escalation and conflict resolution techniques
- Excellent data entry and attention to detail.

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

**Other information**

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

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