Customer Service Officer/ Licence Testing Officer

VicRoads; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Flexible working arrangements

Parental leave (16 weeks)

Job summary

VicRoads is seeking a customer-focused professional to deliver registration and licensing services from the Melbourne Central West Region. You will handle counter, phone, and written enquiries, conduct driver licence testing, vehicle checks, and on-road assessments following established policies.

You will investigate enquiries, provide clear guidance, and assist customers with digital transactions. A full valid driver’s license and willingness to travel are required; the role is based in

Qualifications

• Extensive experience handling customer enquiries and providing accurate information.

Responsibilities

• Deliver registration and licensing services at the counter, over the phone, and in writing.
• Investigate and resolve customer enquiries and complaints, escalating when needed.
• Provide clear instructions, assess driving performance, and maintain vigilance in testing environments.
• Identify improvements to customer service processes and support change initiatives.
• Collaborate to achieve team targets and assist customers with digital services.

Skills

Customer service

Communication

Teamwork

Adaptability

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.

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 Melbourne 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:

• 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.
• A full valid driver's license is required.
• Reasonable travel is required.

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.

Applications close 11.59pm on Sunday 25 October 2026.

For a copy of the Position Description please email [e-mail]

Unfortunately, applications cannot be accepted via this email.

Please note: VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.