Business Support Officer, Citizen Payment Services

Victorian Department of Health; Melbourne; On-site; AUD 60,000 - 76,000; Full time

Benefits offered by this job

Flexible working

Growth opportunities

Work-life balance

Job summary

The Victorian Department of Health is seeking a Customer Service Specialist to support Victorians through Citizen Payment Services. You will handle phone inquiries, explain information clearly, and help customers navigate payment and support services with empathy and efficiency.

You will also process applications and payments, manage a high-volume workload, and adhere to policies while maintaining quality service in a fast-paced team environment.

Qualifications

• Strong verbal communication and active listening.
• Experience delivering compassionate customer service.
• Ability to accurately process applications and payments.

Responsibilities

• Provide clear, respectful customer service by phone and other channels.
• Process applications and payments accurately and efficiently.
• Manage high-volume workload with attention to detail.
• Apply established policies and guidelines; respond professionally to diverse needs.

Skills

Verbal communication

Active listening

Customer service

Attention to detail

Computer literacy

Target-driven

Tools

CRM systems

Job description

Looking for a role where your work genuinely helps people? Citizen Payment Services is seeking customer-focused Business Support Officers to support Victorians experiencing difficult circumstances. As a customer service superstar, you will speak directly with members of the community over the phone, listen carefully, explain information clearly and help them navigate important payment and support services. Alongside providing compassionate and professional phone support, you will accurately process a high volume of applications, enquiries and payments. Each interaction is an opportunity to make a real difference in someone's day.

About the role:

You will:

• provide clear, respectful and helpful customer service by phone and through other channels
• process applications and payments accurately and efficiently
• manage a high-volume workload while maintaining attention to detail
• apply established policies, procedures and guidelines
• respond calmly and professionally to customers with diverse and sometimes complex needs
• work collaboratively in a fast-paced and supportive team environment.

About us:

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected. We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

About you:

You will bring:

• strong verbal communication and active listening skills
• a genuine commitment to helping people
• resilience, empathy and sound judgement
• excellent organisation and attention to detail
• confidence using common computer systems and learning new processes
• the ability to balance quality customer service with meeting processing targets.

Specialist Expertise:

Customer service or contact centre experience is highly regarded. Experience in grants or application processing would be beneficial but is not essential.

What we offer:

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.