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We are currently seeking skilled and experienced face-to-face customer service staff to join our licence testing services at our VicRoads Customer Service Centres in the outer South East (Narre Warren and Pakenham). Full training will be provided to successful applicants.

The Department of Transport brings together all transport modes to design, plan, build and operate Victoria's transport system. Our job is to further integrate the transport network and improve the delivery of services to Victorians for simpler, quicker and safer journeys that connect people and places and support Victoria's prosperity and liveability.

We are currently seeking skilled and experienced face-to-face customer service staff to join our licence testing services at our VicRoads Customer Service Centres in the outer South East (Narre Warren and Pakenham). Full training will be provided to successful applicants.

Details of the Role

Title: Customer Service Officer, VicRoads

• Annual Salary Range: VR02 - $55, 273 per annum plus superannuation
• Tenure: Fixed Term until September 2021
• Employment Type: 38 hours per week full-time rotating roster, including Saturdays
• Usual Work Location: SE cluster – Narre Warren / Pakenham
• Full Training Provided

Key Accountabilities

Deliver a high level of customer service to customers over the counter and in-car test drives in accordance with established policies and procedures, in a professional and courteous manner including:

Over the counter:

• Providing customers with a wide range of information on VicRoads registration and licensing services
• Completing administrative transactions, including updating relevant information on VicRoads systems
• Administering and scheduling computer licence tests, including Learner Permits, Hazard Perception Tests and Boat Licences
• Performing identity document examination to ensure that all candidates undertaking computer licence tests are genuine in accordance to policies and procedures.
• Perform a range of payment transactions such as cheque and EFTPOS.
• Investigate and resolve customer enquiries according to established policies and procedures, work instructions and guidelines, in a timely manner. Effectively resolve customer complaints and escalate to supervisor where required.

In-car licence testing:

• Perform practical driving tests to assess the driving capability of applicants requiring a Victorian Driver Licence in accordance with policies, procedures, work instructions and guidelines
• Perform vehicle inspections to verify key vehicle identifiers and roadworthiness requirements in accordance with policies, procedures, work instructions and guidelines.

 About You

To be successful in this role you will need to demonstrate:

• Demonstrated experience in a fast-paced, face-to-face customer service role
• A resilient, patient, amiable and controlled manner with the demonstrated ability to stay calm in challenging situations
• Strong verbal and written communication skills with experience in delivering customer service to a diverse customer base
• Intermediate level computer and administration skills
• The demonstrated ability to exercise sound judgement in applying rules and processes
• Full and valid Driver Licence with clean driving history

Successful candidates will be required to undergo pre-employment screening.