Enquiries Officer

Department of Government Services VIC; Ballarat; On-site; AUD 60,000 - 70,000; Full time

Job summary

Department of Government Services VIC – Ballarat VIC is hiring Enquiries Officers to deliver frontline services by receiving, evaluating and responding to phone calls and online enquiries from consumers, renters, businesses and rental providers.

You'll provide information and guidance on the applicable legislation, support front-line compliance in dispute services, and enjoy flexible working arrangements including the option to work from home after probation.

Qualifications

• Deliver frontline information and advice on the legislation via phone and online enquiries.
• Assist customers with enquiries and disputes in a respectful and professional manner.
• Demonstrate strong problem-solving and communication skills in a fast-paced environment.

Responsibilities

• Receive, evaluate and respond to phone calls and online enquiries.
• Provide information and guidance on the relevant legislation and processes.
• Support front-line compliance in dispute services and maintain accurate records.

Skills

Customer service

Communication

Conflict management

Persuasion

Critical thinking

Job description

Department of Government Services VIC – Ballarat VIC

The Department of Government Services (DGS) wasestablishedon 1 January 2023 to improveeveryone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and localgovernment as well as streamlining our corporate and procurement services.You can find out more aboutour Ministers,leadershipand entitieshere:Department of Government Services.

About the role

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

Promote Inclusion.

For specific responsibilities please review the attached Position Description.

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.