Work Type: Ongoing - Full-time
Salary: $62,104 - $79,753
Grade: VPS 2
Occupation: Customer service
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 11105
About the role
As a Customer Experience Officer (CXO) you will be the first point of contact for Victorians seeking DGS assistance, providing outstanding customer service across multiple channels including voice calls, emails, webchat and manual application processing. Your primary responsibilities will include handling customer enquiries, resolving issues, and processing requests efficiently and accurately. You play a critical role in ensuring customer satisfaction by delivering timely and accurate information, while maintaining the values of the Victorian Public Service. Your ability to multitask and adapt to different communication platforms will be essential in meeting the diverse needs of our customers.
In this role you will be required to work collaboratively within the WoVG CC and with key stakeholders. You will be responsible for triaging and escalating complex issues to the appropriate departments, ensuring a seamless customer experience. Additionally, you will contribute to continuous improvement initiatives by providing feedback based on customer interactions and helping to update our knowledge management systems as well as training materials.
There are multiple Ongoing positions available.
Key Accountabilities include
· As a primary point of contact for the DGS WoVG CC, deliver outstanding customer service by supporting customers across multiple digital and voice channels, including online/live chat, telephony, and email.
· Evaluate and process information for enquiry, issue resolution, and complaint handling on screen-based systems. While resolving enquiries, identify, record, and make escalations as required. Treat all enquiries sensitively and fairly by providing information and advice which is appropriate to the diverse cultural and educational backgrounds of DGS clients.
· Contribute to the building and maintenance of our knowledge base and training materials.
· Demonstrate a commitment to DGS vision and mission and model departmental values.
About you
To be considered for the role, you must be able to demonstrate:
Technical expertise
· Experience in Contact Centre / Customer Service Environment (desirable).
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 Monday, 08 June 2026. 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, 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.