Customer Service Officer/ Licence Testing Officer

Victorian R&L Services Trust; Sale; On-site; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Bonus opportunity

Salary packaging

Fitness Passport

Discounts to retailers

Professional development

Flexible working arrangements

16 weeks paid parental leave

Job summary

VicRoads is seeking a customer-focused role based in Sale, delivering registration and licensing services across the region. The role involves handling in-person, phone and written enquiries, performing tests and assessments, and guiding customers through digital services.

Applicants should have strong communication skills, attention to detail, and a willingness to travel. A valid driver’s license and adaptability to change are essential, with opportunities for development and flexible working

Qualifications

• Exceptional customer service with keen eye for detail.
• Clear and effective communication skills with a strong work ethic.
• Adaptable, flexible, and agile in response to change and new methods.
• Team player who goes above and beyond when required.
• Intermediate computer literacy and digital literacy.
• A full valid driver’s license is required.
• Some travel is required.
• Ability to guide customers through digital platforms smoothly.

Responsibilities

• Deliver registration and licensing services in a dynamic customer environment, including over-the-counter, telephone and written enquiries.
• Conduct driver licence tests, vehicle checks and on-road driving assessments per policy.
• Investigate and resolve customer enquiries and complaints, escalating when needed.
• Provide guidance and support to less experienced staff and assist customers with digital transactions and services.

Skills

Exceptional customer service

Excellent communication

Adaptability

Team player

Intermediate computer literacy

Full valid driver’s license

Travel requirement

Digital platforms navigation

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 Super. Tenure: Full-time/ max term (24 months). Location: Sale.

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 South East Region, you will be predominately based out of Sale Customer Service Centre, you will be working across Sale & Bairnsdale. 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.
• Intermediate computer literacy skills
• A full valid driver’s license is required.
• Reasonable travel is required.
• Ability to navigate and coach customers through digital platforms smoothly.

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 8 November 2026.

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.

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.