DPS Connect Officer

Department of Parliamentary Services

DPS Connect Officer - PoV Grade 2 position (3 vacancies)

• One fixed-term, part-time position (9 months) and two casual positions on offer.
• Please specify in your cover letter whether you prefer a part-time or casual position, or if you are interested in either.
• Salary range for the part-time role: $60,295 - $68,864 (prorated).
• Hourly rate of $38.01 for casual roles.

We have an opportunity for three DPS Connect Officers to join the team and be the first point of contact for service requests and enquiries received by the Department of Parliamentary Services from Members of Parliament and their staff.

About the role

As a DPS Connect Officer, your primary responsibility will be to represent DPS and deliver excellent customer service by accurately assessing the needs of the enquirer and ensuring that requests are resolved in a timely manner. Key responsibilities will include:

• Responding to inbound phone calls and email enquiries and assessing the nature of the request.
• Providing first contact resolution to the enquirer if possible or, where appropriate, providing a warm and professional transfer to the relevant contact or team within DPS.
• Logging enquiries and requests in our ticketing system and proactively monitoring and following up open requests to ensure a timely resolution.
• Supporting general administrative tasks.
• Modelling our organisational values and maintaining a commitment to Work Health and Safety practices.

About you

You are a confident communicator with demonstrated experience in a front-line customer service-based role. Your strong interpersonal skills and ability to manage your time effectively enable you to handle requests and ensure timely and professional advice is provided to all enquirers. By taking a proactive approach, you are able to identify solutions and follow up on information in order to effectively resolve service requests and enquiries. You are proficient in using a range of business systems, with the ability to quickly learn new platforms to support day-to-day functions.

Why join us?

We understand that your health and wellbeing are integral to your success and have a range of benefits to ensure your physical and mental health are supported. These include access to health and wellbeing initiatives.

Your professional development is important to us. That's why we have a dedicated learning and development framework, along with development programs and targeted in-house training to support your professional growth.

When you excel at your work and initiate innovative solutions or go above and beyond to demonstrate our values, you will be recognised for your efforts through our reward and recognition program.

For more information about a career with us, visit our website.

How to apply

Using the "Apply Now" button, please include your resume and a brief cover letter (1-2 pages) broadly outlining your experience and how it directly relates to the position. In your cover letter, please also include whether you prefer a part-time or casual position, or if you are interested in either.

Applications close: Tuesday October 14, 2025 at 11.59PM

The process from here

Shortlisted candidates will be invited to an interview conducted by a selection panel. This interview may take place in our offices located in the Melbourne CBD or online.

Accessibility

If you require assistance or adjustments to fully participate in the application or interview process for this role, please contact our Recruitment Team via email   or on

Privacy Collection Notice

The Parliament of Victoria and the parliamentary departments are committed to protecting your privacy. Personal information is handled in accordance with the Privacy and Data Protection Act 2014 (Vic)  (PDP Act) and other relevant legislation. Refer to the privacy collection notice applying to the parliamentary departments' recruitment activities for further information.

Child Safe Standards

The parliamentary departments are committed to upholding the Victorian Child Safe Standards and the protections afforded to children in the Child Wellbeing and Safety Act 2005. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.