Service Officer

1 week ago

Melbourne, Australia Court Services Victoria Full time

Location: Melbourne | CBD

Job type: Full time / 1 x 12 month contract, 1 x ongoing

Organisation: Court Services Victoria

**Salary**: $55,439 - $71,194

Occupation: Customer Service/Call Centre

Reference: VG/VT1956_VT2077
- Service Officer - 1 x 12 month contract, 1 x ongoing roles - No rotating rosters or weekend work - WFH options available

**About the role**
- No rotating rosters or weekend work
- You will be required to work onsite for your initial training (approx. 4 weeks), but will then be expected to work from home
- This is a demanding role in a unique service delivery environment
- Working within a high-volume contact centre environment, you will be part of a dynamic team of Service Officers across multiple VCAT jurisdictions
- Comprehensive training will be provided onsite at our office in King Street
- You will educate callers on VCAT's processes and provide them with information relating to their case/personal circumstances

**About you**
- Demonstrated experience in a high volume contact centre environment is essential
- 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 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 problemsolving skills
- A good listener - you will need to identify the needs of the caller and provide them with relevant and accurate information
- Quick learner - you will be required to learn complex information and multiple systems within your role
- An ability to navigate multiple systems while talking on the phone
- A high level of resilience, remaining calm in high-pressure situations
- Someone who is passionate about delivering an outstanding level of customer service

**How to apply**
- resume
- a 1 page cover letter outlining addressing the Key Selection Criteria and following question:
Describe a time where you had to deliver unfavourable news to a client or customer. What was the unfavourable news you had to deliver, how did you overcome any objections, and what was the end result?

For further information on the position, please see the attached position description.

**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.

Employees of Court Services Victoria are required to comply with any applicable government pandemic order, as well as any policy implemented by Court Services Victoria, in relation to mandatory vaccinations against COVID-19. It is a condition of any offer of employment that applicants for vacant roles with Court Services Victoria agree to comply with any applicable pandemic order or policy regarding mandatory vaccinations.

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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