Development Services Support Officer

Planned Resources; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

Planned Resources is seeking an experienced Development Services Support Officer in Melbourne to assist a busy local government Development Services team. You will provide high-quality administrative and customer service support for permit applications, enquiries and development-related requests.

You will work closely with technical officers to allocate applications, screen submissions, and prepare notices and documents while maintaining accurate records and coordinating meetings with applicants.

Qualifications

• Experience in administration, customer service or technical support.
• Local/state government experience is highly regarded.
• Strong organisational skills and attention to detail.
• Experience with CRM/records management or permit processing systems.
• Strong written and verbal communication skills.
• Ability to manage competing priorities and meet deadlines.
• Calm, professional handling of customer enquiries.

Responsibilities

• Provide high-quality customer service via telephone, in person and general enquiries.
• Support processing and administration of planning, building and development applications.
• Allocate applications and service requests to technical officers.
• Screen and lodge applications and assist with public notification and neighbour correspondence.
• Prepare correspondence, permits, notices and other documentation.
• Maintain accurate electronic records and permit processing systems.
• Organise meetings with applicants and technical officers.
• Provide guidance to residents and applicants, escalate complex enquiries.
• Support VCAT and Appeals Board administration.
• Identify opportunities to improve processes, systems and customer service.

Skills

Customer service

Administration

CRM

Records management

Permit processing

MS Office

Tools

TRIM

Authority

REX/CRM

TRAPEZE

Job description

We are currently seeking an experienced Development Services Support Officer to join a busy Development Services team within a local government environment.

This is a great opportunity for an administration or customer service professional with an interest in planning, building, development or statutory services to contribute to a high-performing team and support the delivery of development-related services to the community.

About the Role

Working closely with technical officers and the broader Development Services team, you will provide high-quality administrative and customer service support across permit applications, enquiries and development-related requests.

Key responsibilities will include:

• Providing professional customer service via telephone, in person and through general enquiries.
• Supporting the processing and administration of planning, building and development applications.
• Allocating applications and service requests to relevant technical officers.
• Screening and lodging applications and assisting with public notification and neighbour correspondence.
• Preparing correspondence, permits, notices and other documentation.
• Maintaining accurate electronic records and permit processing systems.
• Organising meetings with applicants and technical officers.
• Providing basic information and guidance to residents and applicants, escalating more complex enquiries where required.
• Supporting VCAT and Appeals Board administration.
• Identifying opportunities to improve processes, systems and customer service.

About You

We are looking for someone who is organised, customer-focused and comfortable working in a busy environment.

You will ideally have:

• Experience in administration, customer service or a technical support environment.
• Experience working within local or state government will be highly regarded.
• Strong organisational skills and excellent attention to detail.
• Experience working with CRM, records management or permit processing systems.
• Strong written and verbal communication skills.
• The ability to manage competing priorities and meet deadlines.
• Confidence dealing professionally and calmly with customers, including difficult or sensitive enquiries.
• Strong Microsoft Office skills, particularly Word and Outlook.

Experience with TRIM, Authority, REX/CRM or TRAPEZE, or exposure to planning, building, surveying, engineering or other statutory services, will be advantageous.