Frontline Tribunal Services Advisor – Hybrid Work

Victorian Civil and Administrative Tribunal (VCAT); City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Fitness passport

Flexible working

Job summary

Victorian Civil and Administrative Tribunal (VCAT) in Melbourne seeks a Tribunal Services Officer to be the first point of contact for the public, providing procedural advice and administrative support to facilitate timely hearings. The role combines remote work with onsite duties at VCAT’s CBD location, focusing on high-quality service and accurate case handling.

The ideal candidate will have frontline customer support experience in a fast-paced setting, strong communication skills, and the

Qualifications

• Experience in frontline customer support in high-demand environments.
• Ability to convey complex information clearly to diverse audiences.
• Commitment to exceptional customer service and continuous improvement.

Responsibilities

• Provide high-level customer service and support to all users engaging with VCAT.
• Offer procedural and process information and guidance.
• Identify where users need additional support and refer to appropriate services.
• Respond to emotionally distressed or high-risk individuals with sensitivity.
• Liaise with internal stakeholders to facilitate early resolution of matters.
• Maintain accurate records of all interactions with VCAT users.

Skills

Front-line customer service

Communication

Team collaboration

Call centre experience

Handling distressed individuals

Tools

Call centre software

Job description

Victorian Civil and Administrative Tribunal (VCAT) in Melbourne seeks a Tribunal Services Officer to be the first point of contact for the public, providing procedural advice and administrative support to facilitate timely hearings. The role combines remote work with onsite duties at VCAT’s CBD location, focusing on high-quality service and accurate case handling.

The ideal candidate will have frontline customer support experience in a fast-paced setting, strong communication skills, and the