Enquiries Officer

**Overview**:
**Work type**:Full time

**Salary**:$58,539 - $75,175

**Grade**:VPSG2

**Occupation**: Customer Service/Call Centre

**Location**: Ballarat

**Reference**: VG/1848560

**Consumer Affairs Victoria (CAV) acknowledges the Traditional Custodians of the lands across Victoria and pays our respect to Elders past and present. We acknowledge and respect the rich continuous culture which First Nations people graciously share with us.**

**This is a designated position under s.12 Special Measures of the Equal Opportunity Act 2010. Only Australian Aboriginal and/or Torres Strait Islander people are eligible to apply.**

**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.

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 Consumer Affairs Victoria (CAV)**

Consumer Affairs Victoria (CAV) sits within the Customer and Regulatory Services group of the Department of Government Services. We are Victoria's consumer affairs regulator. Our purpose is to help Victorian consumers and businesses to be both informed and responsible.

The Information and Dispute Services Centre (IDSC) provides contact centre services across Consumer Affairs Victoria's legislative remit including Yarrka Barring, CAV's dedicated helpline for First Nations people.

CAV is seeking both full-time and part-time applicants for this Ballarat-based Enquiries Officer role. CAV's aim is to assist, educate and support people in the community, especially those who are vulnerable and disadvantaged, and our vision is a connected government services system, working to build a safer, fairer, and stronger Victoria.

**About the role**
- Are you passionate about making a real difference to the Victorian community?
- Looking to re enter the workforce or transitioning towards retirement?
- Interested in flexible working arrangements?
- Work / Life balance - no weekends, public holidays or after hours work
- Want to work in an inbound-only contact centre?
- No background in Australian legislation? No problem, we provide the training
- Ongoing support and guidance in reaching the operating environment's common goals.
- PLUS the option to work from home once these goals are reached.

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

The work location for this position is Ballarat.

**Key accountabilities include**
- This role will help deliver service via CAV's dedicated helpline for First Nations people, Yarrka Barring.
- As primary point of contact for services by CAV, effectively and efficiently attend to and resolve telephone and online enquiries from consumers, traders, rental providers, renters and the general public.
- Provide accurate relevant legislative advice and information on the rights and responsibilities of consumers, traders, rental providers and renters. Provide authoritative advice about dispute avoidance and resolution. Make appropriate referrals within CAV or to a wide range of other Agencies.
- Evaluate and process complaints and enquiries presented in writing and by phone.
- Ascertain and analyse all relevant information towards achieving dispute settlement and determining potential breaches of legislation. Generate complaint/enquiry and referral correspondence in hard-copy or electronic transmission form.

**About you**
- To be considered for the role, experience in a Contact Centre / Customer Service Environment is highly desirable.

For specific responsibilities please review the attached position description.

This is a designated position under s.12 Special Measures of the Equal Opportunity Act 2010. Only Australian Aboriginal and/or Torres Strait Islander people are eligible to apply.

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 d