Customer Service Consultant - Call Centre

VicRoads Registration and Licensing Services (RLS) is on a pivotal transformation journey, with a dedicated focus on placing customers at the heart of everything we do. We're committed to modernising our operations and expanding our service offerings to meet customer needs. At the core of our business, we manage the essential services of vehicle registration and licensing and our goal is to simplify interactions with VicRoads RLS, making our services more accessible and user-friendly.

In August 2022 VicRoads embarked on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust and Macquarie Asset Management to operate and modernise registration and licensing services on its behalf.

Our organisational values steer our actions, decisions and behaviours as we progress on our path of transformation.

You have an amazing opportunity to make a truly significant impact on our team, the wider business as well as our stakeholders during this exciting period of growth for the company.

Salary: $63,120.00 (pro rata) plus Super
Tenure: Permanent part-time position; 9-2pm or 12-5pm:
Location: Melbourne CBD

About the Opportunity

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.

Our Call Centre typically operates from 8AM to 5.30PM Mon-Fri. We are seeking 12 part-time Customer Service Consultants to work a 12-5.00pm shift Monday to Friday or 9am-2pm shift Monday to Friday.

Career development is taken seriously, and we believe we are hiring our future leaders, today. Full training will be provided.

About the job:

• Deliver registration and licensing services around the needs of our customers in a dynamic environment, primarily 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 escalate 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.

About you:

• 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

What can I bring to the role?

• Being a customer focused role, you will have some customer service experience. This can come from hospitality, retail or administration and of course call centre experience is also highly valued.
• Strong communication and problem-solving skills.
• High motivation and the ability to navigate through multiple platforms simultaneously.

Perks:

• Feel secure in a permanent part-time role, with the flexibility to work from home once competent.
• You can grow your career.
• Reward and recognition incentives.
• Highly driven values-based company that looks after its people and where diversity is openly celebrated.

How to Apply

Please submit your resume via the "Apply" button.

Applications close 11.59pm on Monday 14th April 2025.

For a copy of the Position Description please email ***************@vicroads.com.au

Unfortunately, applications cannot be accepted via this email.

Please note: VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.