Customer Service Advisor

2 days ago


Melbourne City Centre, Australia Department of Education Full time

**About the Department**

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

**About the Victorian School Building Authority**

The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s.

The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.

With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.

**About the Division**

The Corporate Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable.

The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, distribute our e-newsletters and organise ministerial and other events for our projects. The Division also leads the organisational customer service reform and uplift program.

**About the Role**

The Customer Support Advisor plays a key role in enhancing the strategic planning of customer service and quality assurance data and reporting frameworks. The incumbent will collaborate closely with team members to utilise critical thinking and problem-solving skills to identify opportunities for improvement in existing reporting frameworks. This includes streamlining processes and leveraging automation tools to increase efficiency and accuracy. By harnessing data insights, the Advisor will contribute to enhancing service delivery and informing decision-making processes. Additionally, this role engages with a variety of stakeholders to deliver exceptional customer assistance, providing timely support and offering high-quality service solutions to resolve enquiries effectively.

**Key Accountabilities**:
Develop and maintain reporting frameworks to support data-driven decision-making, leveraging tools like Power BI to analyse customer service and quality assurance performance and identify opportunities for improvement.
- Generate reports and insights from customer service data, presenting findings to leadership to guide strategic planning and enhance performance.
- Monitor and evaluate customer service data to identify trends and opportunities for optimising service delivery.
- Contribute to long-term strategies for customer service excellence by recommending data-driven initiatives and process improvements.
- Act as the first point of escalation for complex customer service enquiries, resolving issues while maintaining professional communication with stakeholders.
- Document, track, and analyse escalated enquiries to identify systemic issues and inform policy or procedural updates.
- Support the implementation of complaint management policies by tracking and reporting on escalated cases to enhance resolution processes and outcomes.
- Collaborate with team members to streamline workflows, ensuring efficient management of escalations aligned with organisational priorities.
- Participate in stakeholder meetings to align on service expectations, address recurring issues, and improve customer satisfaction.
- Maintain a focus on continuous improvement by reviewing and enhancing customer service policies, strategies, and systems.

All VSBA staff have a shared responsibility to meet the same service standards outlined in the _VSBA Customer Service Charter_. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.

**Attributes**

**Desirable**Qualifications and Experience**

Desirable: Demonstrated experience in a similar role in Government

**Further Information**

Applicants requiring adjustments can contact the nominated contact person.

**Applications close 11:59pm on 10/02/2025.



  • Melbourne City Centre, Australia HAYS Full time

    Customer Service Advisor Hays is proud to be supporting a leading financial institution in the recruitment of Customer Service Advisors working with their business clients. To be successful with our client you will go above and beyond to achieve great results for the customer, the company and yourself. This organisation is passionate about diversity and...


  • Melbourne City Centre, Australia HAYS Full time

    Fantastic entry level banking role, Join NAB today! **NAB** **Customer Service Advisor - 12 months Assignment** **L**ocation - 153 Parramatta square, Parramatta + Hybrid (if the lead deems competent only)** Come work for NAB whose employee's thrive when achieving great results for the customer, the brand and themselves. A diverse and inclusive workplace...


  • Darwin city centre, Northern Territory, Australia Sportsbet Full time $60,000 - $80,000 per year

    5 weeks annual leave + other amazing benefitsRotating rosters,including evening & weekend shiftsTailored career development opportunitiesAbout UsAtSportsbet,we'reall about bringing excitement to life for our 2 million customers. As part of the global Flutter Group,we'rea tight-knit team of 1,300 in Melbourne, Sydney, and Darwin, passionate about challenging...


  • Noarlunga Centre, Australia Westpac Group Full time

    Join the BankSA team full of high performing bankers - Part-time role - 30 hours per week - Kick start your career in banking and finance **How will I help?** In this position you will make banking more of a conversation, from assisting customers with daily transactional needs to educating customers in using technology or assist them reach their financial...


  • Melbourne City Centre, Australia HAYS Full time

    **Your new company**: This is your opportunity to be a part of NAB where you get to define your career path. You get make a real difference to the communities and are rewarded and recognised for the value you bring. NAB is a diverse and inclusive workplace lots of opportunities. Here’s a place for you to grow! **Your new role**: As a Customer Support...


  • Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $104,000 - $130,878 per year

    Advisor - NAB Connect ServicingJob number: 803122Primary position location: VIC- Melbourne CBDCategory: Call Centre/Contact CentreWork type: ExternalWork type: Permanent Full timeClosing at: Sep :55 AESTFavouriteAdvisor - NAB Connect ServicingJoin our dynamic, high performing team in Docklands and become part of an industry leading business, committed to...


  • Melbourne, Australia WEX Inc. Full time

    Job Focus Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, supportive team environment? At WEX, we’re looking for a Customer Services Advisor to join our dynamic team and help power our fuel card and payments solutions across Australia. As a key member of our Customer Service team, you’ll play an...


  • Melbourne, Victoria, Australia Private Advertiser Full time $80,000 - $90,000 per year

    Your Next OpportunityWe are seeking a proactive, efficient and customer centric Customer Service Advisor to join our team in TruganinaAs the face of our Service department, you will be a trusted partner to a variety of customers within the Transport industry. Your day will involve scheduling service and repair work, providing customers with accurate quotes...


  • Melbourne, Victoria, Australia WEX Full time

    OverviewAre you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, supportive team environment? At WEX, we're looking for a Customer Services Advisor to join our dynamic team and help power our fuel card and payments solutions across Australia. As a key member of our Customer Service team, you'll play an important role...


  • Melbourne City Centre, Australia HAYS Full time

    **Your new company** To be successful with NAB you will go above and beyond to achieve great results for the customer, the company and yourself. NAB is passionate about diversity and inclusion and will guarantee you are a valued member of their community. NAB’s core values include, passion for customers, will to win, be bold, respect for people, and doing...