Customer Contact Centre Officer

Victorian Government; Melbourne; On-site; AUD 81,000 - 99,000; Full time

Job summary

The Victorian Government is seeking a Customer Contact Centre Officer in Melbourne to deliver exceptional service and help residents access government information, programs and services.

The role is ongoing and full-time, based at 121 Exhibition Street with hours 9 am–5 pm, Monday to Friday. Salary is $81,496-$98,955 plus superannuation, and the role involves knowledge-sharing and continuous service improvements.

Qualifications

• Experience in a fast-paced customer-facing environment.
• Government experience advantageous.
• Understanding of privacy and data security.
• Familiarity with customer relationship management software or ability to learn new systems.

Responsibilities

• Apply professional judgement within established guidelines.
• Explain concepts and policies to clients, stakeholders and staff.
• Recommend strategies to represent agency and clients when addressing complex and challenging problems.
• Assess client needs and deliver a range of services in complex situations.
• Resolve operational service delivery problems using persuasion, advocacy, negotiation and motivation skills with clients, providers, staff, peers and managers.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Tools

CRM software

Job description

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/082810A

The Department of Jobs, Skills, Industry and Regions is focused on growing Victoria's prosperity, building the productive capacity of our economy and increasing participation - by creating more opportunities for people through skills and jobs; helping businesses and industries to thrive; and building vibrant communities and regions. For more information, see the DJSIR Strategic Plan 2023-2027.
Our work spans numerous portfolios, supporting departmental ministers and operating across metropolitan, regional and international offices.
The Department welcomes and encourages applications from diverse applicants, including First Peoples, refugees or asylum seekers, people from culturally and linguistically diverse (CALD) backgrounds, LGBTIQ+ people and people with disability. All roles at DJSIR can be worked flexibly and we offer reasonable adjustments for applicants with disabilities.

Customer Contact Centre Officer

• Salary: $81,496-$98,955 plus superannuation
• Employment type: Ongoing
• Usual hours of work: Full time, Monday to Friday, 9 am-5 pm
• Usual work location: 121 Exhibition Street, Melbourne (flexibility may be available)

The Role

As a Customer Contact Centre Officer, you will deliver exceptional customer service and support Victorians to access government information, programs and services. As the first point of contact for enquiries about the department's programs, services, grants and initiatives, you will provide accurate and timely information across telephone, email, webchat and digital channels. You will use effective communication, problem-solving and sound judgement to assess customer needs, resolve enquiries and elevate complex or sensitive matters where appropriate. Working collaboratively across business areas, you will contribute to knowledge management resources, customer information materials and continuous improvement initiatives that strengthen service delivery and enhance the customer experience. The successful candidate will have experience in a fast-paced customer-facing environment, strong communication skills, the ability to build rapport with people from diverse communities and confidence navigating multiple systems.

Main accountabilities:

• Exercise professional judgement in applying rules and selecting appropriate options within established guidelines.
• Explain concepts and policies to clients, stakeholders and staff.
• Recommend strategies to represent the agency and/or clients when addressing complex and challenging problems.
• Assess client needs and deliver a range of services in complex situations.
• Resolve operational service delivery problems within guidelines, using persuasion, advocacy, negotiation and motivation skills with clients, providers, staff, peers and managers.

The Team

The position of Customer Contact Centre Officer forms part of the Strategic Communications Branch within the Office of the Secretary.

The Office of the Secretary provides high-level support to the Secretary in leading and managing the department's statutory responsibilities, strategic governance, communications and ministerial commitments. It facilitates executive decision-making and cross-government coordination and oversees key departmental functions.

The Strategic Communications Branch promotes the Victorian Government's role in growing the state's economy, creating jobs, building thriving places and regions, and supporting an inclusive and fairer society. Through communication and engagement with staff, communities, businesses, industry and stakeholders, the branch helps deliver government projects, initiatives and commitments.

About You

You adapt your communication style, message and approach to suit different audiences, anticipate objections and influence outcomes by understanding others' values, needs and goals. You demonstrate strong interpersonal skills by considering different perspectives, confirming understanding and tailoring communications to customer preferences. You can respond effectively to complex and challenging problems, use sound judgement to interpret guidelines and work collaboratively with colleagues and stakeholders to achieve positive customer outcomes.

Experience in a fast-paced customer-facing environment is highly regarded, with contact centre experience well regarded. Government experience, an understanding of privacy and data security, and familiarity with customer relationship management software or confidence learning new systems would be beneficial.

Further Information

For a con fidential discussion, please contact Kate Innella, Manager, Customer Contact Centre Delivery, at [e-mail] .

The Department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards.

Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with the Department. For further information on the position, please refer to the attached position description.

The Department of Jobs, Skills, Industry and Regions is focused on growing Victoria's prosperity, building the productive capacity of our economy and increasing participation - by creating more opportunities for people through skills and jobs; helping businesses and industries to thrive; and building vibrant communities and regions. For more information, see the DJSIR Strategic Plan 2023-2027.

Our work spans numerous portfolios, supporting departmental ministers and operating across metropolitan, regional and international offices.

The Department welcomes and encourages applications from diverse applicants, including First Peoples, refugees or asylum seekers, people from culturally and linguistically diverse (CALD) backgrounds, LGBTIQ+ people and people with disability. All roles at DJSIR can be worked flexibly and we offer reasonable adjustments for applicants with disabilities.

Please note: We are committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Talent Acquisition Team on 0472 875 685, or via email at [e-mail] with the position number in the subject line.

Applications close at 23:59 pm on 1 November 2026.