Customer Service Officer/ Licence Testing Officer

VicRoads RLS; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Salary packaging

Fitness Passport

Professional development

Flexible work

Parental leave 16 weeks

Job summary

VicRoads is seeking a Customer Service Officer/ Licence Testing Officer to join the Central West Region, predominantly based at Sunshine CSC. You will deliver registration and licensing services across counter, phone and written enquiries, conduct driver licence tests, vehicle checks and on-road driving assessments, and support privacy and accuracy in handling customer information.

Ideal applicants have strong customer service, clear communication, attention to detail, teamwork, and the ability

Qualifications

• Deliver customer-focused service in every interaction and communicate clearly and professionally.
• Resolve enquiries with accuracy and courtesy.
• Maintain current knowledge of VicRoads registration and licensing processes.
• Follow policies, procedures and work instructions consistently.
• Use digital tools and internal systems confidently to complete tasks.

Responsibilities

• Deliver registration and licensing services over the counter, by phone and in writing.
• Conduct driver licence tests, vehicle checks and on-road driving assessments.
• Investigate and resolve customer enquiries and complaints, escalating when needed.
• Provide guidance to less experienced staff and support digital transactions.

Skills

Customer service

Communication

Teamwork

Attention to detail

Digital literacy

Adaptability

Tools

POS systems

Internal systems

Job description

Customer Service Officer/ Licence Testing Officer

VicRoads Registration and Licensing 1.29K subscribers

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.

About the role:

Numbering over 800 staff, our Registration and Licensing (R&L) division significantly contributes to ensuring Victorians are safe on our roads by providing professional customer services, policy advice and specialist services to our customers. Working as part of our Central West Region, you will be predominately based out of Sunshine CSC.

About the job:

Deliver registration and licensing services in a dynamic customer environment, including over the counter, telephone and written enquiries, as well as conducting driver licence tests, vehicle checks and on-road driving assessments in accordance with established policies and procedures.

• Investigate and resolve customer enquiries and complaints, escalating matters to a supervisor where required.
• Provide clear instructions to customers, accurately assess and record driving performance, and maintain a high level of concentration and vigilance to ensure a safe testing environment.
• Exercise judgement to identify improvements to customer service processes and support change initiatives.
• Work collaboratively to achieve team and individual performance targets and contribute to team objectives.
• Provide guidance and support to less experienced staff and assist customers with digital transactions and services.

What we are looking for:

We are seeking people who not only deliver exceptional customer service but also demonstrate the following:

Customer Focus & Communication

• Deliver customer‑centred service in every interaction and communicate clearly and professionally.
• Resolve enquiries with accuracy, courtesy and a positive attitude.

Teamwork & Culture

• Work collaboratively, support colleagues and contribute to a positive, values‑driven workplace culture.

Product & Process Knowledge

• Maintain current knowledge of VicRoads registration, licensing and service processes.
• Follow policies, procedures and work instructions consistently.
• Use digital tools, internal systems and technology confidently to complete tasks efficiently and accurately.
• Manage personal and sensitive information responsibly, ensuring privacy, confidentiality and security.

Service Delivery & Operational Skills

• Conduct licence testing in line with relevant policies and procedures.
• Accurately manage financial transactions, operate point‑of‑sale systems and follow cash‑handling security requirements.

Additional attributes we value:

• Exceptional customer service skills and a positive, can‑do attitude
• Strong attention to detail
• Adaptability, flexibility and agility in changing environments
• A team‑focused approach
• A full, valid driver's licence
• Ability to undertake reasonable travel.

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
• Flexible working arrangements and family‑friendly practices, including 16 weeks paid parental leave.

We encourage applications from people of all genders, backgrounds and communities.

Applications close 11.59pm on Sunday 4 October 2026.

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