Customer Service Officer

ICN Victoria is an independent organisation supported by the Victorian Government, working for local industry since 1984. We were founded on the principle that local businesses, especially small and medium-sized enterprises, should be given full and fair opportunities to compete for work on major projects. In turn, this helps create jobs by encouraging industry to think local, social and sustainable in all procurement decisions.    

 The Role:    

This is a 12-month fixed term position, with potential of ongoing. Working under the direction of the Customer Services Lead you will:  

• Provide exceptional Customer Service and support over the phone, via email and through our CRM  
• Develop an understanding of the State Government’s Local Jobs First Policy (LJF), Social Procurement Framework (SPF) and Building Equality Policy (BEP), associated documentation, systems, and processes  
• Provide guidance to Industry and Government on understanding the Local Jobs First Policy and Building Equality Policy  
• Provide support to Industry and Government in the use of the policy implementation tools and processes  
• Support Industry registration on ICN database 
• Support project promotion pages on ICN database 
• Advise industry of project opportunities and how to promote their business on our digital platforms  
• Represent and promote ICN Victoria at relevant events, briefings, and training sessions   
• Create training materials, including training videos, user manuals and FAQs for Industry and Government   
• Present virtual and in-person training sessions to Industry and Government  
• Prepare reporting and monitoring data by collating information from the team  
• Support User Acceptance Training for systems updates  
• Provide administrative support to the ICN Policy Implementation Team as required  
• Provide systems training to internal staff  
• Contribute to ICN's strategy at both a Victorian and national level  
•    

Skills and Competencies:   

• Strong alignment with ICN Victoria’s purpose (to help local win) and values (valuing people, making a difference, acting with integrity and succeeding together).  
• Confidence and comfort engaging with stakeholders at all levels and building connections  
• Skill and interest in researching and analysing information and data  
• Advanced computer skills including Microsoft Office Suite and the use of CRMs  
• Exceptional organisational skills and attention to detail and high accuracy, with the ability to manage time efficiently to meet deadlines  
• Eagerness to learn, develop and gain knowledge in the Local Industry  
• Experience in team collaboration and a capacity to add value and improve processes across teams and functions in the whole organisation  
• Customer service and sales experience preferred  

ICN Victoria is committed to diversity, inclusion, and an equal opportunity workplace. We welcome applicants from all backgrounds and prioritise equal representation in gender, ethnicity, age, and other lived experiences such as disability and neurodiversity.    

For a confidential discussion about this opportunity, please contact Noor Riaz: nriaz@icnvic.org.au / 0455481252.