Customer Experience Officer

**About us**

The Department of Government Services was established in 2023 to improve the experience for Victorian's doing business and interacting with the government. The Department of Government Services brings together Digital Victoria, Service Victoria, Local Government Victoria, Consumer Affairs Victoria, the grant program centre and consolidates procurement policy, and whole of Victorian government telecommunications policy as well as the Working with Children Checks and Births, Deaths and Marriages.

**About the role**

Service Victoria brings together numerous Victorian Government transactions in one place, reducing the need for customers to navigate multiple websites or agencies. The Service Victoria website and app allows easy access to more than 100 government services. The purpose of our contact centre is to assist customers with enquiries and provide support for products as diverse as Digital Proof of Identity, Working with Children Checks thorough to Fishing and Digital Drivers Licenses. We make it easier for people to get things done online.

There are multiple ongoing full and part time positions available. The work location for these positions is Ballarat.

Please note, the role start date will be discussed during the interview stage of the recruitment process

**About you**

To be considered for the role, you must be able to demonstrate:

- 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 understanding 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 VPS code of conduct. You are able to demonstrate areas where you have been able to provide innovative solutions to customer problems.
- Accuracy - Applies high level of detail and accuracy to customer data entry and communications, demonstrates understanding of the importance of data integrity and reporting.

**Skills and Qualifications**
- 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

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**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.