Casual Customer Service Consultant

Victorian R&L Services Trust; Melbourne; Remote; AUD 37,000 - 53,000; Full time

Benefits offered by this job

Work from home when competent

Career growth

Recognition incentives

Diversity celebrated

Job summary

VicRoads in Melbourne CBD is seeking casual Customer Service Consultants to deliver registration and licensing services by phone and written. You will investigate enquiries, resolve complaints and work with the team to meet performance targets while guiding less experienced staff.

A positive attitude, strong communication and adaptability are essential. The role offers a casual tenure with flexibility to work from home once competent, with opportunities for career growth and incentives.

Qualifications

• Customer service experience across hospitality, retail, admin or call centre
• Strong communication and problem-solving skills
• Motivation and ability to navigate multiple platforms

Responsibilities

• Deliver registration and licensing services by phone and written in a professional, timely and courteous manner
• Investigate and resolve customer enquiries according to policies and guidelines
• Resolve customer complaints and escalate to supervisor when required
• Suggest improvements to customer service delivery processes and tools
• Support and guide less experienced staff where required

Skills

Exceptional service

Excellent communication

Adaptability

Team player

Computer literacy

Job description

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow. VicRoads empowers our people to learn and grow- focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving. VicRoads is progressing too.

In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf. We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data.

The Victorian State Government retains sole responsibility for road access, infrastructure and safety. Salary: $32.91 an hour plus 25% loading Tenure: Casual Location: Melbourne CBD Are you passionate about helping people and delivering outstanding customer service? Join our dynamic team at VicRoads! At VicRoads, we pride ourselves on providing exceptional service and support to our customers. We believe that every team member plays a vital role in our success, and we are currently seeking enthusiastic Casual Customer Service Consultants to join our vibrant team.

About the job:

Deliver registration and licensing services around the needs of our customers in a dynamic environment, primarily by telephone and in writing, in accordance with established policies and procedures, work instructions and guidelines, in a professional, timely and courteous manner. Investigate and resolve customer enquiries according to established policies and procedures, work instructions and guidelines, in a timely manner. Effectively resolve customer complaints and escalates to supervisor where required. Exercise judgement to suggest improvements to customer service delivery processes and tools and support corporate change initiatives. Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. Provide guidance and support to less experienced staff where required.

About you:

• Exceptional customer service skills, a positive can-do attitude with a keen eye for detail
• Excellent communication skills coupled with a strong work ethic
• Adaptability, flexibility, and agility with regards to change and adopting new methods of working
• A team player who is not afraid to go above and beyond where required
• Intermediate computer literacy skills

What we are looking for:

Being a customer focused role, you will have some customer service experience. This can come from hospitality, retail or administration and of course call centre experience is also highly valued. Strong communication and problem-solving skills. High motivation and the ability to navigate through multiple platforms simultaneously.

Perks:

• A casual role, with the flexibility to work from home once competent.
• You can grow your career.
• Reward and recognition incentives.
• Highly driven values-based company that looks after its people and where diversity is openly celebrated.

Our Culture:

Innovation powers progress, but it doesn't come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we're proud our workforce reflects the community we work for.

What we offer:

• Competitive salary and benefits, including opportunities to earn a bonus
• Salary packaging
• Fitness Passport & discounts to hundreds of retailers
• Opportunities for professional and personal development.

VicRoads has a single and simple purpose - to keep Victorians moving safely and smoothly. As an organisation we believe innovation powers progress - of our people and Victorian communities. Our work matters. Victorians trust us with their safety, with critical moments in their lives and their livelihoods. And it's with innovation, purpose, inclusivity, and collaboration that we make a difference, and that we progress. VicRoads Registration and Licensing Services (RLS) is on a pivotal transformation journey, with a dedicated focus on placing customers at the heart of everything we do. We're committed to modernising our operations and expanding our service offerings to meet customer needs. At the core of our business, we manage the essential services of vehicle registration and licensing and our goal is to simplify interactions with VicRoads RLS, making our services more accessible and user-friendly. We're also expanding our custom plate offerings and developing value-added products and services for those using and supporting our road networks. In August 2022 VicRoads embarked on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie to operate and modernise registration and licensing services on its behalf. The joint venture is a 40-year partnership where the Government retains ownership of VicRoads, and continues to control regulation, policy, data, and privacy provisions for VicRoads Registration and Licensing. The Government sets pricing and collects the revenue for essential registration and licensing fees, whilst also maintaining its roads and safety responsibilities. Our organisational values steer our actions, decisions, and behaviours as we progress on our path of transformation - innovating to keep Victorians moving.