Infringement Review Officer

**Vacancy Details**:

- Position:

- Organisation Unit:

- Location:

- Tenure:

- Closing:

- Synopsis:

- **Fixed Term 12-month position**:

- **$71,536 - $82,930 (Dependant on skills + experience) + 12% Superannuation**:

- **Full time position supporting the community**

**About the role**

The Community and City Services Division places people, families and communities at the heart of its work, striving to create a liveable, healthy and vibrant Melbourne that meets the needs of a diverse and growing population.

Within this division, the Parking Services branch plays a vital role in ensuring safe, fair and equitable access to kerbside parking across the city. By guiding parking management decisions, enforcing regulations, and overseeing the infringement life cycle, the branch helps keep Melbourne moving efficiently for everyone.

A critical aspect of this role is the preparation of clear, accurate and professional written correspondence, including well-reasoned decisions and responses to customers. Success requires exceptional attention to detail, as the role also involves precise data entry, maintaining thorough records, and consistently meeting strict statutory and business timeframes. At times, you may also be required to process mail and provide wider administrative support to the team.

To thrive in this position, you will bring proven capability in producing high-quality formal correspondence with accuracy and care. Additionally sound knowledge of infringement review processes and a strong understanding of relevant legislation and policy frameworks will be favourably viewed.

**A little more about the role**
- Provide high-quality, clear and customer-focused written responses and verbal explanations, ensuring all enquiries are resolved professionally and in accordance with the City of Melbourne Customer Service Charter.
- Maintain accurate processing of information, meticulous record keeping and timely management of correspondence to meet strict statutory and business timeframes.
- Actively contribute to continuous improvement initiatives within the team and branch, helping to identify service issues, enhance processes and support collaborative knowledge sharing.

**Why join Team Melbourne?**

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the **heart** of it all is the **City of Melbourne** - a passionate, purpose-driven organisation where your work truly matters. As part of **Team Melbourne**, you’ll help deliver what’s most important to the people who live, work, study, visit and invest in our great city.

We’re proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role - it’s your chance to **make a real impact**, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

**About you**

With excellent written and verbal communication skills, you confidently explain complex decisions and ensure customers feel heard and respected.

Your commitment to accuracy, attention to detail and continuous improvement supports a positive team culture and helps deliver a fairer, more accessible Melbourne for everyone.

What your experience might look like
- Excellent written communication skills including the ability to prepare high quality responses to complex customer correspondence.
- Ability and willingness to adapt to a dynamic work environment with a flexible and positive approach to change, and personal learning and development.
- Excellent verbal communication skills including the ability to successfully handle complex telephone calls.
- Demonstrated skills in conflict resolution and the ability to remain calm, objective and in control when dealing with customer issues and concerns.
- **Desirable**:

- Demonstrated knowledge of the legislative and regulatory framework relating to relevant regulations.
- Tertiary qualifications in a related discipline such as Certificate III in Local Government (Regulatory Services) or Business Administration.

**Benefits of working with us**
- **Attractive remuneration & benefits**: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
- **Excellent leave entitlements**: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
- **Career progression**: Career development support and opportunities to learn new skills within a creative and exciting environment.
- **Work-life balance and hybrid working**: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

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