Work Type: Ongoing - Full-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Customer service
Location: Grampians - Ballarat
Reference: VG/1872429
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 Escalations Officer role is part of a team who evaluate and respond to consumer complaints and other types of input received from consumers.
As the frontline service for CAV for written consumer complaints, the team identifies and responds to issues in the marketplace and determines the initial response to consumers. This role also has the responsibility of providing dispute assistance in response to complaints where there is a likely breach of legislation administered by CAV or a failure to comply with legal obligations.
This role influences the development and review of strategies and projects to enhance the delivery of industry compliance and consumer protection services.
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 3 ongoing roles available. The work location for these roles is Ballarat GovHub.
Key accountabilities include:
About you
To be considered for the role, you must be able to demonstrate:
Other requirements
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 Wednesday, 23 July 2025. All applications should include:
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.