About us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

About the role

The Victorian Government Contact Centre is a small contact centre that supports whole-of-Victorian Government service delivery. The breadth and complexity of services provided by the Contact Centre is extensive. Serviced categories include general government enquiries, specific ongoing departmental programs, help desk systems support, short term targeted campaigns and events and outbound call initiatives.

As part of this team, this role offers the opportunity for the right candidate to make a significant contribution to high customer satisfaction standards by supporting customers and agencies with their digital journey on the Service Victoria platform and delivering continuous service improvements in a multi-channel support environment.

There are multiple Ongoing positions available. The work location for these positions is Melbourne CBD.

Key responsibilities include

• Deliver outstanding customer service by supporting customers across multiple digital and voice channels, including online/live chat, telephony and email
• Work within a dedicated team supporting Service Victoria customers and key Government Departments/Agencies through web chat, case management, outbound calls (where required), testing, training and email correspondence.
• Perform applications on behalf of customers via our Offline Channel facility.
• Perform document verification and identity verification on behalf of customers using our Offline Verification services

About you

To be considered for the role, you must be able to demonstrate:

• A ‘customer centric' approach - You are passionate about exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support with a strong understanding of privacy and data security policy. You have a strong ability to remain calm under pressure.
• Service Excellence - Demonstrates a customer first culture and ensure customer expectations are met or exceeded by taking ownership of assigned cases/tickets and striving to track, follow up, and resolve them in a timely manner.
• Communication skills - Demonstrates exceptional and empathetic verbal and written communication skills while addressing customer support challenges.
• Problem Solving - Ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the VPS code of conduct. You are able to demonstrate areas where you have been able to provide innovative solutions to customer problems.
• Accuracy - Applies high level of detail and accuracy to customer data entry and communications, demonstrates understanding of the importance of data integrity and reporting.
• Technical Skills - Ability to operate a customer relationship management and webchat system, and use a wide range of software applications

Skills and Qualifications

• Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support
• Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded)
• Previous experience utilising Office 365 programs such as Word, Excel etc

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

How to apply

Apply before the advertised closing date 11:59pm on Wednesday, 25 June 2025. All applications should include:

• a resume; and
• a cover letter which addresses the key selection criteria (within three pages)

Other relevant information

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.

Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.