Intake & Dispute Resolution Specialist

Court Services Victoria; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working

Career development

Fitness passport

Team environment

Job summary

Court Services Victoria is seeking Intake Officers for the new Rental Dispute Resolution Victoria (RDRV) service. You will respond to initial telephony enquiries and guide renters and rental providers through RDRV processes.

You will provide expert advice on RDRV procedures, manage expectations on steps and timeframes, and record interactions accurately. This role emphasizes clear communication with a diverse client base and the ability to navigate complex procedures and legislation.

Qualifications

• Ability to understand and communicate complex procedures and legislation.
• Ability to work with a wide range of users.
• Experience in a service delivery environment.

Responsibilities

• Assist users by providing expert advice on RDRV processes and timeframes.
• Provide high level customer service via phone and digital channels.
• Assess information to determine appropriate guidance for callers.
• Facilitate referrals to support services or external agencies.
• Maintain accurate records of interactions in internal systems.

Skills

Clear communication

Customer service

Procedural knowledge

Job description

Court Services Victoria is seeking Intake Officers for the new Rental Dispute Resolution Victoria (RDRV) service. You will respond to initial telephony enquiries and guide renters and rental providers through RDRV processes.

You will provide expert advice on RDRV procedures, manage expectations on steps and timeframes, and record interactions accurately. This role emphasizes clear communication with a diverse client base and the ability to navigate complex procedures and legislation.