Customer Service Officer

Chandler Macleod in partnership with R&L Services (Formerly VicRoads) are seeking enthusiastic Customer Service Officers for their regional Hub in Kyneton, Region Victoria.
The role is responsible for resolution of Registration & Licensing (R&L) customer enquiries raised within Customer Service Centers, in a manner that is timely, efficient, compliant with policy, and meets Customer Service experience expectations. The role is also responsible for the conduct of customer appointments to support driver license testing and registration services.
Key Accountabilities:
1. Within a Customer Service Centre environment, provide an accurate and efficient response to internal and external customer R&L enquiries and appointments, including driver license testing and registration inspections. Assessment of road safety requirements in accordance with product and service training, legislative requirements, established policies and business rules, and R&L service standards. Most of these enquiries and appointments will be face to face, however accompanying emails and phone calls will be required when clarification or explanation is required.
2. Acknowledge and resolve escalated enquiries and accurately record and refer unresolved issues through appropriate channels. Enquiries may include, internal enquiries, including subject matter expertise and contacting customers, by phone and email, to guide resolution of enquiries.
3. Maintain subject expertise regarding rapidly evolving Customer Service in accordance with policies and procedures Communications and training are provided to support knowledge management of customer offered services, and the applications used to support them.
4. Directly and indirectly support and promote use of preferred channel services and guide R&L Customer Service Officers on these channels when assistance is requested.
5. Work collaboratively as an effective Team member, participating in learning & development activities, continuous improvement initiatives, and assisting colleagues to meet team objectives.
6. Ensure data integrity and the privacy of personal information is maintained by operating within established levels of delegation and authorization and by complying with the organization's code of conduct.
Hourly rate: $32.70 per hour.
Monday to Friday - NO Weekends!
***A clear National Police Check and License check are requirements for this role***
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion