About the role
Numbering over 800 staff, our Registration and Licensing (R&L) division significantly contributes to ensuring Victorians are safe on our roads by providing professional customer services, policy advice and specialist services to our customers. Working as part of our South West Region, you will be predominately based out of Ballarat Customer Service Centre.
Responsibilities
* Deliver registration and licensing services around the needs of our customers in a dynamic environment, over the counter, face to face, by telephone and in writing, in accordance with established policies and procedures, work instructions and guidelines, in a professional, timely and courteous manner.
* Investigate and resolve customer enquiries according to established policies and procedures, work instructions and guidelines, in a timely manner.
* Effectively resolve customer complaints and escalations to supervisor where required.
* Exercise judgement to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.
* Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives.
* Provide guidance and support to less experienced staff where required.
* Serve as the first point of contact for customers in the service centre, offering information and guidance on digital transactions.
Qualifications
* Exceptional customer service skills, a positive can‐do attitude with a keen eye for detail.
* Excellent communication skills coupled with a strong work ethic.
* Adaptability, flexibility and agility with regards to change and adopting new methods of working.
* A team player who is not afraid to go above and beyond where required.
* Intermediate computer literacy skills.
* A full valid driver's licence is required.
* Reasonable travel is required.
* Ability to navigate and coach customers through digital platforms smoothly.
What we offer
* Competitive salary and benefits, including opportunities to earn a bonus.
* Salary packaging, Fitness Passport & discounts to hundreds of retailers.
* Opportunities for professional and personal development.
* Flexible working arrangements and family‐friendly practices, including 16 weeks paid parental leave.
EEO Statement
We encourage applications from people of all genders, backgrounds and communities. If you need any adjustments to our recruitment process or the role itself, please let us know when applying.
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