Work Type: Ongoing - Full-time
Salary: $81,496 - $98,955
Grade: VPS 3
Occupation: Customer service
Location: Grampians - Ballarat
Reference: 13027
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.
You can find out more about our Ministers, leadership and entities here: Department of Government Services.
The Whole of Victorian Government Contact Centre Branch
The Whole of Victorian Government Contact Centre Branch (WoVG CC) brings together the contact centres from Consumer Affairs Victoria (CAV), The Registry of Births, Deaths and Marriages (BDM), Service Victoria (SV), Workers Screening Unit (WSU) and the Victorian Government Contact Centre (VGCC) into a consolidated team within the DGS Digital Transformation Projects division. This strategic consolidation underlines the departments commitment to streamlining operations and leveraging combined expertise to enhance public service delivery.
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 Information and Dispute Services Centre (IDSC) and the regulation of markets, providing consumer protection services and contributing to CAV being a risk based and intelligence led organisation.
Key Accountabilities
About You
We are seeking applicants who have demonstrated experience from the following criteria:
There are multiple ongoing positions available. These positions are only open to applicants with relevant rights to work in Australia.
For more information, please see the Position Description
How to apply
Apply before the advertised closing date 11:59pm on Tuesday, 10 November 2026. All applications should include:
Other relevant information
To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. 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.
Department of Government Services