Intake Officer

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

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'.

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

About VCAT

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About The Role

This role is part of Rental Dispute Resolution Victoria (RDRV); a new and free VCAT service that will assist renters and rental providers to resolve disputes regarding rent increases, repairs, and bond and/or compensation matters. Intake Officers are key to RDRV, and are responsible for helping parties resolve their dispute by answering initial telephony enquiries about RDRV and guiding them through RDRV processes and procedures in relation to rental disputes.

Key Accountabilities Include

• Helping users achieve outcomes by providing expert advice on RDRV processes, alternative external dispute resolution options, and set expectations on steps and timeframes to allow users to make an informed decision on their dispute.
• Providing high level customer service, engaging with users via phone and digital channels, particularly in telephone communication and call management.
• Using expertise and critical thinking to assess and determine appropriate information provision to callers.
• Facilitating referrals, via warm transfers, to support services or external agencies.
• Maintaining up to date and accurate records utilising internal systems effectively to record interactions with users in a professional manner and ensure any intake officer, resolution coordinator, or member can understand the interaction.

About You

• Demonstrated ability to understand and communicate complex procedures and/or legislation.
• Demonstrated ability to work with and communicate effectively with a wide range of users.
• Demonstrated experience in a service delivery environment.

Benefits

• A strong sense of belonging to a collaborative team with strong support among colleagues.
• Access to purchase a 'fitness passport' supporting your health and wellbeing with access to gyms and pools at a discounted rate
• Flexible working options based on operational needs
• Career development opportunities

Other Information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.