Position overview

The Customer Experience Administrator plays a vital role in ensuring a positive and professional experience for all individuals engaging with the Victorian Building Authority (VBA), particularly within the insurance-related domain. This position serves as the first point of contact for practitioners, members of the public, and other stakeholders seeking assistance or information.

The role is responsible for managing and enhancing customer service delivery across multiple communication channels, including telephone, email, and written correspondence. The incumbent will be expected to provide timely, accurate, and courteous responses, while upholding the VBA's commitment to service excellence and regulatory integrity.

By actively listening to enquiries, identifying customer needs, and offering appropriate guidance or solutions, the Customer Experience Administrator contributes significantly to the VBA's reputation and operational efficiency.

What we are looking for:

• Proven experience listening to customers; actively seeking to meet customer needs and ways to improve services; committed to delivering high quality outcomes for clients.

• Demonstrated ability to new ideas and approaches. Offers own opinions, asks questions makes suggestions; does not give up easily; maintains discipline in keeping to work planned or assigned.
• Understands and can identify how own work is part of a system that connects to and interacts with other processes, people and structures; Understands systems thinking concepts and the role that systems thinking can play in solving complex problems and apply in own area of work.
• Cooperates and works well with others in pursuit of team goals; share information and acknowledge others' efforts; step in to help others where required.
• An enthusiastic and committed individual; demonstrates capacity for sustained effort and hard work; sets high standards of performance for self and others; enjoys a vigorous and dynamic work environment.

About the organisation

The Victorian Building Authority (VBA) is the primary regulator of Victoria's building and plumbing industries, ensuring compliance with relevant laws that protect the Victorian community and promote confidence in the built environment. The VBA manages practitioner registration, monitors industry standards, and enforces compliance through inspections, investigations, and audits. It also supports industry professionals by providing guidance, education, and resources to uphold safety, durability, and sustainability in building and plumbing work. The VBA is committed to promoting accountability and continuous improvement, and plays a critical role in safeguarding Victoria's construction standards and ensuring quality outcomes for all Victorians.

VBA Commitment

We value diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. We're hoping to find a broad range of experiences, and people from all backgrounds and communities to join us at the VBA.

We invite you to talk to us about any preferences or adjustments you may need to either our recruitment process or the role itself. If you identify as a person with disability, please let us know how we can provide additional support to your application. If this is you, please don't hesitate to get in touch via [email protected].

We value and encourage flexibility for all, and so we support all our roles to be worked flexibly in some way, including part-time, to support a diverse, adaptive, and high-performing workforce. We encourage you to discuss flexible work options with the hiring manager during the recruitment process.

How to apply

We require you to upload:

• a detailed copy of your resume
• A cover letter outlining your relevant experience and how you feel it aligns to the role.
• Include your licence as applicable

Important information

Only electronic applications submitted via careers.vic.gov.au will be accepted