Advisor

WorkSafe Victoria; Geelong; Hybrid; AUD 92,000 - 113,000; Full time

Benefits offered by this job

Hybrid working

Geelong location

Job summary

WorkSafe Victoria, based in Geelong, is recruiting for multiple fixed-term customer service roles within the Advisory and Licensing Division. The positions are full-time or part-time with hybrid work (3 days in the office) and standard operating hours from 8:00 am to 5:30 pm, Monday to Friday.

You will provide accurate guidance on procedures, policies and legislation to a diverse community, and support improvement initiatives.

Qualifications

• Frontline customer service experience in a busy environment.
• Analytical and problem-solving abilities with good judgment.
• Strong written and verbal communication.
• Ability to manage multiple tasks and priorities.
• Comfortable using digital systems and technology.

Responsibilities

• Provide clear, accurate advice to stakeholders on procedures, policies and legislation.
• Communicate professionally with a wide range of stakeholders, including the public.
• Manage inquiries through to resolution and explain outcomes clearly.
• Resolve issues within delegation and escalate when required.
• Identify opportunities to improve service delivery and contribute to improvements.
• Support stakeholders by providing guidance tailored to their needs.
• Use call data to identify trends and inform service improvements.
• Apply research and analytical skills to resolve issues.

Skills

Frontline customer service

Analytical skills

Communication

Interpersonal skills

Organisational skills

Digital systems

Job description

WorkSafe is Victoria's workplace health and safety regulator. We are also the workplace injury insurer. Our job is to reduce workplace harm and improve outcomes for injured workers. This is our promise to the Victorian community and the reason we exist.

• $102,747 per annum + 12% superannuation (pro-rata for part time)
• Multiple fixed term opportunities - full time & part time roles
• Wadawurrung/Geelong based (Hybrid working - 3 days a week in office)

About the role

The Advisory and Licensing Division is the frontline contact point for WorkSafe Victoria. The team provides expert consultative advice and guidance to the Victorian community on a wide range of WorkCover, Premium, Licensing and Occupational Health & Safety (OHS) matters. Support is delivered across multiple channels, including phone, email and digital platforms.

The service operates flexible hours to meet community needs, with phone support available from 8:00 am to 5:30 pm, Monday to Friday. We are currently recruiting for multiple fixed-term positions, with both full-time and part-time roles available. The part-time roles require availability across five days, Monday to Friday.

The role suits individuals who enjoy working in a fast-paced, phone-based contact centre environment and are motivated to deliver high-quality, accessible service to a diverse community.

Key accountabilities

• Provide clear, accurate advice to stakeholders on procedures, processes, policies and legislation.
• Communicate professionally with a wide range of stakeholders, including members of the public.
• Manage enquiries and concerns through to resolution, ensuring stakeholders understand outcomes and processes.
• Resolve issues within delegation and escalates matters where required.
• Identify opportunities to improve service delivery and contribute to continuous improvement initiatives.
• Support stakeholders by providing guidance relevant to their needs and circumstances.
• Use systems and call data to identify trends and inform service improvements.
• Apply research and analytical skills to support effective issue resolution.

Please ensure you review the Position Description here for additional information about the accountabilities of this role.

About you

This role is well suited to individuals who enjoy supporting others through clear advice and problem solving, value working as part of a collaborative team, and care about making a difference.

You have strong interpersonal and communication skills and are a perceptive individual who enjoys working in a busy team environment.

The following skills and experience will support success in the role:

• Demonstrated frontline customer service experience in an environment focused on meeting client needs.
• Strong analytical and problem-solving skills, with sound judgement and decision-making ability.
• Ability to manage and prioritise a range of tasks and activities.
• Well-developed communication skills, including the ability to convey information clearly and concisely both verbally and in writing.
• Strong interpersonal skills, with the ability to engage effectively with diverse stakeholders.
• Demonstrated organisational skills and the ability to work under pressure, manage competing priorities and meet tight deadlines with minimal supervision.
• Confident using digital systems and technology in day-to-day work.
• Knowledge of the Accident Compensation Act, Workplace Injury Insurance system, Claims Management Model, or Occupational Health & Safety Act is desirable but not essential.

Working with us

At WorkSafe, our goal is for every employee to feel connected, safe, and valued within their team, for teams to feel appreciated in the workplace, and for WorkSafe to be respected in the community.

We believe that a diverse workforce is essential for delivering the best outcomes for the Victorian community. We strongly encourage applications from all individuals, including First Nations people, people with disabilities, those from diverse cultural and linguistic backgrounds, and individuals of all sexualities and genders.

What's next?

Applications close at 11:00 pm on Thursday 15 October 2026.

Preferred candidates will be required to satisfactorily complete a Nationally Coordinated Criminal History Check and/or other checks as required for the position as part of the recruitment process.

Cognitive and psychometric testing may be required as part of the recruitment process.

Eligibility for ongoing employment with WorkSafe Victoria requires Australian or New Zealand citizenship or permanent residency.

Due to the volume of applications received, individualised feedback will only be provided to candidates who progress to the interview stage.

For further enquiries, please contact the Talent Acquisition Team via email at *******@worksafe.vic.gov.au.