Fixed term full time until 02-April-2027 About the Department The department provides a wide range of learning and development support and services. The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres. About the Victorian School Building Authority The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s. The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants. With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program. About the Division The Corporate Division provides essential corporate support across all VSBA teams, playing a key role in assurance and oversight. We guide the VSBA in achieving its strategic objectives, ensuring decision-making is transparent and accountable. The division manages finances and ensures costings are accurate, while providing high-quality customer service and drafting correspondence for internal and external stakeholders. We also coordinate communication with local communities about school and kindergarten projects, develop graphic design and video content, manage the VSBA's social media channels, distribute internal e-newsletters, and organise ministerial and other events to support our projects. The Division includes the Priorities and Customer Service Branch, Budget and Finance Branch, Communications Branch, Systems and Oversight Branch and the Partnering and Support Branch. About the Role This position provides expert customer service support, offering technical guidance and advice while fostering positive relationships with internal and external stakeholders to ensure effective communication and collaboration. The role supports the Customer Service Team Leader and other team members, helping to navigate complex issues and identify practical solutions. The key responsibilities include: * Coordinating and tracking incoming email correspondence, including drafting, and escalating tailored responses to complex enquiries. * Delivering high-quality, professional first-point phone contact to a broad stakeholder base, ensuring timely responses aligned with departmental standards. * Coordinating webform submissions and 1800 escalations, supporting teams and senior leaders with timely responses and strategic advice. * Leading the VSBA customer service framework, including the development and implementation of the Customer Service Action Plan (CSAP), capability uplift through learning and development, and the annual review of the Customer Service Charter. * Maintaining accurate records, overseeing reporting, and driving process improvements, including management of the CSWG action register. * Contributing to projects, updating, and editing resources, and supporting high-quality outcomes through effective communication. * Assisting Customer Service Officers during peak periods and contributing to major events, onboarding, and training of new staff. * Undertaking additional tasks to support team priorities, as required. The role includes a high degree of external stakeholder engagement as well as with Business Unit Managers, Divisions and across the Department. All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues, and key partners regardless of our individual role or team. Attributes The ideal candidate will demonstrate: * Strong alignment with the Victorian Public Sector Values, including responsiveness, integrity, and accountability. * The ability to manage tasks efficiently and prioritise according to urgency and impact. * A customer-focused mindset and the ability to engage with a range of stakeholders across the VSBA and Department of Education. * Attention to detail, and the ability to follow through on requests and problem resolution. * Strong written and verbal communication skills Desirable Qualifications and Experience Desirable: Relevant tertiary qualification in Communications or other related field. How to apply Applicants are encouraged to include a Curriculum Vitae and a Cover letter addressing the key selection criteria provided in the position description. Further Information For more details regarding this position please see attached position description for the capabilities to address in application. The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au. For further information pertaining to the role, please contact Lili Frederick – Manager Customer Service and Quality Assurance Unit via (03 7022 0901) or Lili.Frederick@education.vic.gov.au. Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence. Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g. large print) due to any viewing difficulties or other accessibility requirements. Applications close 11:59pm on 28 April, 2026.