Customer Service Officer/ Licence Testing Officer

VicRoads; City of Melbourne; On-site; AUD 64,000 - 70,000; Full time

Benefits offered by this job

Salary packaging

Fitness Passport

Parental leave (16 weeks)

Job summary

VicRoads is hiring a Customer Service Officer / Licence Testing Officer based in Sunshine, Victoria. You will deliver registration and licensing services in a dynamic customer environment, including over the counter and by phone, and conduct driver licence tests and on‑road assessments.

The role requires exceptional customer service, accuracy, and a full valid driver’s licence. The team operates within the Central West Region with opportunities for travel and development.

Qualifications

• Exemplary customer service skills with a positive attitude.
• Full, valid driver’s licence and ability to travel as required.
• Demonstrated accuracy and confidentiality when handling data.

Responsibilities

• Deliver registration and licensing services at Sunshine CSC.
• Conduct driver licence tests, vehicle checks and on‑road assessments.
• Investigate and resolve customer enquiries and complaints.
• Provide clear instructions and accurately record driving performance.
• Support process improvements and change initiatives.

Skills

Customer service

Communication

Teamwork

Digital proficiency

Attention to detail

Adaptability

Tools

POS systems

Internal systems

Job description

## Customer Service Officer/ Licence Testing OfficerApply: Sunshine - Customer Service Centre: Full time: Posted Yesterday: End Date: October 5, 2026 (3 days left to apply): JR102718At 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:** $64,066 – 70,334 plus super **Tenure:** Full-time/ permanent **Location:** Sunshine **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.**Digital & Systems Proficiency*** 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 followcash‐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* Intermediate computer literacy* 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. **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 via the “Apply” button.** Applications should include a resume and a brief covering letter,**Applications close 11.59pm on Sunday 4 October 2026.** For a copy of the Position Description please email [e-mail] Unfortunately, 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.***