Work Type: Fixed-term - Part-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Administration
Location: Melbourne - CBD and Inner Metro suburbs
Reference: VG/082809A
The Role
The Customer Contact Centre Officer is responsible for delivering high-quality frontline customer service by responding to inbound phone and digital enquiries across a broad range of departmental activities. This role is suited to a customer-focused professional who is passionate about service delivery and thrives in a fast-paced, high-volume environment. You will engage with the Victorian community, providing clear, accurate and timely information, while managing enquiries and complaints with professionalism and impartiality. Working collaboratively across teams, you will contribute to effective case management, continuous improvement initiatives and the achievement of government priorities.
Main Accountabilities
• Deliver personalised customer experiences across multiple channels, including phone, live chat and webforms
• Respond accurately and effectively to a wide range of enquiries and complaints while handling information appropriately
• Follow triage processes, identify reputational risks and escalate issues as required
• Maintain accurate case management records using various systems and ensure data integrity
• Contribute to team performance, including supporting training and continuous improvement initiatives
The Team
The position of Customer Contact Centre Officer forms a part of the Customer Contact Centre Delivery branch within the Strategic Communications Group.
The Strategic Communications Group promotes the Victorian Government's role in growing the state's economy, creating jobs, and supporting inclusive communities. The group delivers communications, engagement and marketing services to inform, educate and connect with stakeholders and the broader community.
About You
You bring demonstrated experience in delivering excellent customer service, supported by strong verbal and written communication skills. You have the ability to quickly learn and apply processes and guidelines in a dynamic environment, while maintaining a high level of accuracy and attention to detail in data entry and record keeping.
Further Information
For a confidential discussion, please contact Kate Innella, Manager, Customer Contact Centre Delivery on 0412 390 757
The Department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards.
Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with the Department.
Please note: We are committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Talent Acquisition Team on 0472 875 685, or via email at [email protected] with the position number in the subject line.
How to Apply
Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter addressing the key selection criteria outlined in the position description.
Applications close at 23:59pm on 2 Apr il 2026.