Customer Contact Centre Officer in Melbourne

As a Customer Contact Centre Officer, you will deliver exceptional customer service and support Victorians to access government information, programs and services. As the first point of contact for enquiries about the department's programs, services, grants and initiatives, you will provide accurate and timely information across telephone, email, webchat and digital channels.

You will use effective communication, problem-solving and sound judgement to assess customer needs, resolve enquiries and escalate complex or sensitive matters where appropriate. Working collaboratively across business areas, you will contribute to knowledge management resources, customer information materials and continuous improvement initiatives that strengthen service delivery and enhance the customer experience.

The successful candidate will have experience in a fast-paced customer-facing environment, strong communication skills, the ability to build rapport with people from diverse communities and confidence navigating multiple systems.

Main accountabilities:

• Exercise professional judgement in applying rules and selecting appropriate options within established guidelines.
• Explain concepts and policies to clients, stakeholders and staff.
• Recommend strategies to represent the agency and/or clients when addressing complex and challenging problems.
• Assess client needs and deliver a range of services in complex situations.
• Resolve operational service delivery problems within guidelines, using persuasion, advocacy, negotiation and motivation skills with clients, providers, staff, peers and managers.

The position of Customer Contact Centre Officer forms part of the Strategic Communications Branch within the Office of the Secretary. The Office of the Secretary provides high-level support to the Secretary in leading and managing the department's statutory responsibilities, strategic governance, communications and ministerial commitments.

You adapt your communication style, message and approach to suit different audiences, anticipate objections and influence outcomes by understanding others' values, needs and goals. You demonstrate strong interpersonal skills by considering different perspectives, confirming understanding and tailoring communications to customer preferences.

Experience in a fast-paced customer-facing environment is highly regarded, with contact centre experience well regarded. Government experience, an understanding of privacy and data security, and familiarity with customer relationship management software or confidence learning new systems would be beneficial.

For a confidential discussion, please contact Kate Innella, Manager, Customer Contact Centre Delivery, at Kate.Innella@ecodev.vic.gov.au.

The Department welcomes and encourages applications from diverse applicants, including First Peoples, refugees or asylum seekers, people from culturally and linguistically diverse (CALD) backgrounds, LGBTIQ+ people and people with disability.

Please note: We are committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Talent Acquisition Team on 0472 875 685, or via email at recruitment@ecodev.vic.gov.au with the position number in the subject line.

How to Apply: Please click the 'Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter addressing the key selection criteria outlined in the position description. Applications close at 23:59 pm on 1 November 2026.