Address Job Description
Location: Western Region | Ballarat
Job type: Full time / until 27 June 2025
Organisation: Service Victoria
Salary: $56,834 - $64,911
Occupation: Customer Service/Call Centre
Reference: VG/SV/SRC/1778308/CA
Customer Experience Officer (CXO) I VPSG 2.1 I Fixed Term until 27 June 2025 I $56,834 - $64,911 plus 11% superannuation.
Who we are
Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.
The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior leadership team and the corporate areas (finance, procurement, budget) are close-knit and collaborative, an integral part of the organisation.
We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration.
We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. We use a range of market-leading technology, such as AWS, Salesforce, Node.js, React, MuleSoft, Sitecore (.NET), HTML/CSS/JavaScript, and Java. From a Salesforce point of view, we use areas such as Service Cloud, Experience Cloud, OmniStudio and Public Sector Solution.
About the role
The Victorian Government Contact Centre is a small contact centre that supports whole-of-Victorian Government service delivery. The breadth and complexity of services provided by the Contact Centre is extensive. Serviced categories include general government enquiries, specific ongoing departmental programs, help desk systems support, short term targeted campaigns and events and outbound call initiatives.
As part of this team, this role offers the opportunity for the right candidate to make a significant contribution to high customer satisfaction standards by supporting customers and agencies with their digital journey on the Service Victoria platform, and delivering continuous service improvements in a multi-channel support environment.
Key responsibilities
Deliver outstanding customer service by supporting customers across multiple digital and voice channels, including online/live chat, telephony and email
Work within a dedicated team supporting Service Victoria customers and key Government Departments/Agencies through web chat, case management, outbound calls (where required), testing, training and email correspondence.
Perform applications on behalf of customers via our Offline Channel facility.
Perform document verification and identity verification on behalf of customers using our Offline Verification services
Perform data entry with a high level of accuracy and attention to detail.
Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.
Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary.
Support onboarding of new transactions by acting as subject matter experts for customer support processes, and agency business and compliance requirements, administer user acceptance testing, production verification testing, and other tasks as required.
Suggest continuous improvement of our virtual assistant content based on experience from customer interactions.
Contribute to building and maintenance of our knowledge base and training materials.
Support business and agency user administration by assisting with service requests for Service Victoria business application and corporate application systems
Other ad-hoc tasks as required
Key Selection Criteria
A ‘customer centric' approach
Service Excellence
Communication skills
Problem Solving
Accuracy
Technical Skills
Skills and Qualifications
Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support
Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded)
Previous experience utilising Office 365 programs such as Word, Excel etc
This position is only open to applicants with relevant rights to work in Australia.
How to apply: Apply before the advertised closing date and all applications should include:
a resume; and
a cover letter which addresses the key selection criteria (within two pages)
All VPS employees (and ex-VPS employees with extended access to the Jobs and Skills Exchange website) MUST apply via the JSE.
Other relevant information:
Service Victoria actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disabilities.
