Infringement Support Officer

City of Melbourne; City of Melbourne; Hybrid; AUD 73,000 - 85,000; Full time

Benefits offered by this job

Flexible working

Study assistance

Corporate discounts

Parental leave

Job summary

City of Melbourne seeks an Infringement Support Officer to support the Driver Referral Program and manage infringement cases within Parking Services. You will handle enquiries, update records, and assist with court-ready documents.

The role emphasizes accurate record-keeping, debt recovery awareness, and contributing to process improvements in a customer-focused team setting. Hybrid work options and generous leave provisions are included.

Qualifications

• Strong interpersonal, negotiation and influencing skills.
• High-level written and verbal communication skills, including report writing and documentation.
• Excellent time management, attention to detail, and ability to work independently.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Understanding of Magistrates' Court processes and relevant legislation, or ability to quickly acquire this knowledge (desirable).
• Experience in debt recovery processes or parking enforcement legislation (desirable).

Responsibilities

• Undertake regular case management, including handling customer enquiries, updating system records and preparing legal documents for court purposes.
• Maintain accurate records and assist with producing reports to support effective decision-making.
• Administer payment plans and provide tailored advice to drivers to encourage positive behaviour change.
• Participate in key improvement projects to streamline processes and deliver efficiencies across the team.

Skills

Interpersonal skills

Negotiation

Verbal communication

Written communication

Time management

Microsoft Office

Education

Understand Magistrates' Court processes (desirable)

Debt recovery or parking enforcement knowledge (desirable)

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

• Temporary full-time opportunity to 5 October 2027

• Temporary full-time opportunity to 5 October 2027
• Class 3 - $73,324 – $85,003 (dependant on skills & experience) + 12% Superannuation
• Support delivery of the Driver Referral Program

About the role

The Infringement Support Officer sits within the Parking Services Branch, Community and City Services Division and offers an exciting opportunity to make a real difference for both drivers and the wider community.

This role plays a key part in sustaining the Driver Referral Program, which assists drivers to take action on existing fines, helps them avoid further fines by changing parking behaviours, and ensures parking spaces are available for residents, visitors and businesses. By doing so, the role also helps reduce costs to City of Melbourne ratepayers associated with registering fines with Fines Victoria.

As part of a customer-focused and solutions-oriented team, you'll work directly with community members, provide accurate case management, and support the infringement lifecycle while contributing to improvements in how we deliver our services.

A little more about the role

• Undertake regular case management, including handling customer enquiries, updating system records and preparing legal documents for court purposes
• Maintain accurate records and assist with producing reports to support effective decision-making
• Administer payment plans and provide tailored advice to drivers to encourage positive behaviour change
• Participate in key improvement projects to streamline processes and deliver efficiencies across the team

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you'll help deliver what's most important to the people who live, work, study, visit and invest in our great city.

We're proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it's your chance to make a real impact, contribute to something bigger, and shape Melbourne's future alongside a collaborative and forward-thinking team.

About you

You are a skilled communicator who thrives on helping people navigate complex situations with empathy, professionalism, and resilience. You bring strong attention to detail and case management capability, along with a collaborative mindset.

You may also be:

• Confident in conflict resolution and able to remain calm under pressure
• Skilled in preparing accurate documentation and correspondence

What your experience might look like – Key Selection Criteria

• Strong interpersonal, negotiation and influencing skills
• High-level written and verbal communication skills, including report writing and documentation
• Excellent time management, attention to detail, and ability to work independently
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Understanding of Magistrates' Court processes and relevant legislation, or ability to quickly acquire this knowledge (desirable)
• Experience in debt recovery processes or parking enforcement legislation (desirable)

Benefits of working with us

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.
• Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you're contacted for an interview.

Need more info?

Refer to the position description below or contact Daniel Wilson, Prosecutions Lead, Parking Services: *************@melbourne.vic.gov.au