Customer Service Officer/ Licence Testing Officer

VicRoads; Melbourne; On-site; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Bonus

Salary packaging

Fitness Passport

Retail discounts

Job summary

VicRoads in Melbourne CBD is seeking a Registration and Licensing professional to deliver services across over-the-counter, phone and written enquiries, including driver licence tests, vehicle checks and on-road driving assessments.

You will investigate and resolve customer inquiries, provide clear instructions, maintain high concentration for safe testing, and support change initiatives while helping colleagues achieve team targets.

Qualifications

• Exceptional customer service skills and strong communication are essential.
• Ability to adapt to change and work with a team to meet targets.
• Intermediate computer literacy and numeracy skills.
• A full valid driver’s license is required.

Responsibilities

• Deliver registration and licensing services in a dynamic customer environment across over-the-counter, telephone and written enquiries.
• Conduct driver licence tests, vehicle checks and on-road driving assessments in line with policy.
• Investigate and resolve customer enquiries and complaints, escalating when needed.
• Provide clear instructions to customers and support digital transactions and services.
• Support change initiatives and collaborate to achieve team objectives.

Skills

Customer service

Communication

Adaptability

Team player

Computer literacy

Driver's license

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: $65,027 – 70,334 plus superTenure: Full-time/ PermanentLocation: Melbourne CBDAbout 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 detailExcellent communication skills coupled with a strong work ethic.Adaptability, flexibility, and agility with regards to change and adopting new methods of workingA team player who is not afraid to go above and beyond where required.Intermediate computer literacy skillsA 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.How to Apply:We encourage applications from people of all genders, backgrounds and communities.If you need any adjustments to our recruitment process or the role itself, please let us know when applying.Please submit your application .Applications should include a resume and a brief covering letter,Applications close 11.59pm on Sunday 25 October 2026.For a copy of the Position Description please email [e-mail], applications cannot be accepted via this email.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.