About the Role
This is a Fixed Term role until 28 February 2027.
The VSBA is seeking experienced professionals to support the delivery of a targeted Customer Service uplift program. These roles will play a critical role in strengthening customer service capability, improving consistency of service delivery, and reducing the administrative burden for schools across Victoria.
The Customer Service Initiatives Officer will be responsible for the implementation of a range of strategic customer service uplifts to the existing Customer Service Framework to improve the customer service experience for schools. The program of work will focus on uplifts to Training and Development, Communications, Systems Enhancements and Regional Engagement. The role requires an experienced and confident officer who is able to consult across the organisation, is highly organised, with strong coordination and project management skills, and someone with high-level stakeholder engagement skills. The role will report to the Manager, Customer Service Initiatives and work alongside the VSBA's Customer Service and Quality Assurance team and other program areas, to leverage and improve existing initiatives to increase customer service capability across the VSBA, improve the experience of schools working with the VSBA and develop a more coordinated approach to engaging with the regions.
Key responsibilities include:
* Supporting the delivery of a customer service uplift program across VSBA
* Developing and implementing training, capability frameworks, and customer service KPIs
* Support embedding the VSBA's customer service models and developing supporting tools, including benchmarking to measure customer impact.
* Coordinating change and implementation activities across multiple teams and divisions
* Supporting improvements to systems and reporting(e.g. CRM, Power BI)
* Strengthening communication, complaints, and feedback processes
* Engaging with internal stakeholders, including program teams and regional partners
* Preparing high-quality advice, reports, and updates for senior leadership and governance committees
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.
About you
You will bring:
* Demonstrated experience working on service improvement, reform, or change initiatives in a complex organisation
* Understanding of customer service principles, performance measurement, or service standards
* Experience with stakeholder engagement and communication skills
* Experience translating strategy into practical, implementable actions
* Ability to manage competing priorities and deliver outcomes within tight timeframes
* Experience in the Victorian Public Service or a similar public-sector environment is desirable.
Attributes
The Customer Service Initiatives Officer will have a good customer service experience and the ability to collaborate with internal and external stakeholders and facilitate change management.
Desirable Qualifications
* Demonstrated experience working in public administration, customer experience, or a related field (desirable).
* Demonstrated experience supporting organisation-wide service improvement, reform, or change initiatives.
* Sound knowledge of customer service frameworks, performance measurement, and service standards in a public-sector environment.
* Experience with engaging senior stakeholders and supporting change.
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.
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
Applicants requiring adjustments can contact the nominated contact person.
Information about the Department of Education's operations and employment conditions can be located at
For further information pertaining to the role, please contact Evans Kismawidjaja - Director via email
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 Tuesday, 3 February 2026