Enquiries Officer

Victorian Government; Ballarat; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid work arrangement

Work from home option after probation

Job summary

State Government of Victoria, Australia is seeking Enquiries Officers to deliver frontline services by handling inbound phone calls and online enquiries from consumers, renters, businesses and rental providers. You will provide information and advice on the relevant legislation and front-line compliance in our dispute services.

This role offers flexible working arrangements, no weekends or after-hours work, and the option to work from home after the six‑month probation and targets are met.

Qualifications

• Proven experience delivering exceptional customer service.
• Ability to manage difficult conversations professionally.
• Strong influencing and persuasive communication skills.
• Analytical thinking and problem solving in a service context.

Responsibilities

• Respond to incoming enquiries via phone and online channels.
• Provide information and guidance on relevant legislation.
• Assist with dispute resolution processes and frontline compliance.

Skills

Exceptional customer service

Ability to manage difficult convos

Influence and Persuasion

Communicate with impact

Critical Thinking and Problem Solving

Job description

Enquiries Officers deliver frontline services by receiving, evaluate and respond to phone calls, and online enquiries from consumers, renters, businesses and rental providers. Enquiries Officers respond by providing information and advice on the suite of legislation, and front-line compliance in our dispute services.

Is this the role for you?

Do you love customer service?

Are you passionate about making a real difference to the Victorian community?

Looking to re enter the workforce or transitioning towards retirement?

Interested in flexible working arrangements?

Work / Life balance – no weekends, public holidays or after hours work!

Want to work in an inbound-only contact centre?

No background in Australian legislation? No problem, we provide the training!

Ongoing support and guidance in reaching the operating environment’s common goals.

PLUS the option to work from home once these goals are reached.

There are multiple Ongoing positions available.

The work location for these positions is 300-304 Mair Street Ballarat with hybrid work arrangements an option once the 6 month probation is successfully completed.

Please note, the role start date will be discussed during the interview stage of the recruitment process.

About you

To be considered for the role, you must be able to demonstrate:

• Exceptional customer service;
• The ability to manage difficult conversations;
• Influence and Persuasion;
• Be able to communicate with impact;
• Critical Thinking and Problem Solving.

Mandatory requirements

This position is only open to applicants with relevant rights to work in Australia.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

Applications close Friday 23 October 2026 at 11.59pm