Enquiries Officer

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 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.

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.

The Information and Dispute Services Centre (IDSC) provides contact centre services across Consumer Affairs Victoria's legislative remit.

Is this the role for you?

• Do you love customer service?
• 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.

There are multiple Ongoing positions available. The work location for these positions is Mair Street Ballarat with hybrid work arrangements an option once the 6 month probation is successfully completed.

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

About you

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

• Exceptional customer service;
• The ability to manage difficult conversations;
• Influence and Persuasion;
• Be able to communicate with impact;
• Critical Thinking and Problem Solving.

Mandatory requirements

• Experience in Contact Centre / Customer Service Environment (desirable)
• Working Collaboratively
• Promote Inclusion.

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

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, including 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.

How to apply

Apply before the advertised closing date 11:59pm on Sunday, 28 September 2025. All applications should include:

• a resume; and
• a cover letter which addresses the key selection criteria (within three pages)