Senior Enquiries Officer

Work Type: Ongoing - Full-time

Salary: $79,122 - $96,073

Grade: VPS 3

Occupation: Customer service

Location: Grampians - Ballarat

Reference: VG/1883803

About us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

About the role

Reporting to the Team Manager, The Senior Enquiries Officer role has the primary responsibility of supporting CAV's frontline staff. The role is important in supporting the continuous improvement of the IDSC and the regulation of markets, providing consumer protection services and contributing to CAV being a risk based, and intelligence led organisation.

There are various Ongoing positions available. The work location for these positions is Mair Street Ballarat.

Key Accountabilities include:

• As primary point of contact for services by CAV, attend to and resolve telephone, written and online enquiries from consumers, traders, landlords, tenants and the general public.
• Assist with the immediate conciliation of complaints, including Front Line Compliance Response (FLCR's), over the telephone and in writing and provide second level expert advice and assistance to CAV clients and Enquiries Officers.
• Provide accurate relevant legislative advice and information on the rights and responsibilities of consumers, traders, businesses, landlords and tenants. Provide authoritative advice about CAV's Regulatory Approach and Compliance Policy. Make appropriate referrals within CAV or connect to a wide range of other Agencies.
• Evaluate and process complaints. Ascertain and analyse all relevant information towards achieving compliance focused dispute resolution in line with CAV's role as a regulator and determine potential breaches of legislation.

About you

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

• High level knowledge of legislation administered by CAV and understanding of CAV's Regulatory Approach and Compliance Policy

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

Apply before the advertised closing date 11:59pm on 23rd September. All applications should include:

• 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.

Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, includin g 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.

Applications close Tuesday 23 September 2025 at 11.59pm

Posted

9 September 2025