Customer Care Officer

18 hours ago

Melbourne City Centre, Australia Department of Justice and Community Safety Full time

About us
This is an exciting opportunity to work with the Communications and Customer Experience team within Fines and Enforcement Services (FES), a business unit within the Department of Justice and Community Safety's (DJCS) Fines, Registration and Crime Prevention division.
FES is responsible for managing the end-to-end infringements system in Victoria, including the registration and enforcement of fines with the Director, Fines Victoria, and the enforcement of warrants by the Sheriff's Office Victoria. The Customer CARE Officer works as part of a team that has been established as the single point of contact for escalated customer issues. The team supports FES Executive and the broader division to ensure a consistent and co-ordinated response that will lead to an improved experience for customers.
About the role

**As a Customer CARE Officer you will**:

- Review, assess, investigate and respond in a timely manner to a range of ministerial and departmental correspondence, customer complaints, enquiries and other request.
- Engage with members of the public and other stakeholders using empathy and respect.

About you
- Extensive experience in drafting and managing complex correspondence and other written documentation.
- Demonstrated experience in undertaking reviews or investigations as part of complaint handling in a government or related environment.
- High level of communication and negotiation skills.
- Knowledge and understanding of the legislation related to Fines and Enforcement will be highly regarded.

How to apply

**FOR INTERNAL VPS EMPLOYEES**:
**IMPORTANT INFORMATION**:
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees consistent with the department's obligations under the Occupational Health and Safety Act 2004 (Vic).
Therefore, there is a requirement that all DJCS employees be fully vaccinated against COVID-19 in order to undertake duties outside of their homes.
Prior to commencement of employment with the department you will need to provide evidence that you are vaccinated against COVID-19. Acceptable evidence includes:
*
- COVID-19 digital certificate (available via your myGov account)
- Your immunisation history statement (available via your myGov account) or
- A letter from the GP who vaccinated you.

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