At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow- focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

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

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

Salary: $63,120 plus Super
Tenure: Full-time/ max-term (24 months)
Location: Carlton

About the role:

In the Concierge/Digital Concierge role, you will be the first point of contact for our valued customers, assisting them with their Registration & Licensing (R&L) inquiries and promoting our digital services. Your expertise will not only help solve customer issues efficiently but will also set a positive tone for their experience with us. This role is essential for providing timely, accurate, and efficient service while encouraging the use of our online platforms.

About the job:

• Serve as the first point of contact for customers in the service centre, offering information and guidance on digital transactions.
• Provide exceptional customer service by effectively leveraging digital platforms to meet customer needs.
• Deliver timely, accurate, and efficient information and assistance related to licensing and registration services to the Victorian community.
• Actively encourage and support customers in utilising online transactions to enhance their service experience.
• Manage escalated inquiries and record unresolved issues following appropriate channels.
• Maintain subject matter expertise on rapidly evolving customer service practices and procedures.
• Collaborate with team members in continuous improvement initiatives while supporting fellow colleagues.

What we are looking for:

• Proven experience in delivering excellent customer service within a service centre or frontline environment.
• Strong proficiency in learning and promoting the use of online transactions.
• A current and valid driver's license.
• Ability to perform work in both seated and standing positions as needed.
• Willingness to travel within the area and to neighbouring centres as needed.
• Strong interpersonal and communication skills to connect with a diverse range of customers.
• Ability to navigate and coach customers through digital platforms smoothly.
• Capable of working both independently and collaboratively within a team-oriented environment.

Our Culture

Innovation powers progress, but it doesn't come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we're proud our workforce reflects the community we work for.

What we offer

• Competitive salary and benefits, including opportunities to earn a bonus
• Salary packaging, Fitness Passport & discounts to hundreds of retailers
• Opportunities for professional and personal development
• Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave.

How to Apply:

We encourage applications from people of all genders, backgrounds and communities.

If you need any adjustments to our recruitment process or the role itself, please let us know when applying.

Please submit your application via the "Apply" button. Applications should include a resume and a brief covering letter. Applications close 11.59pm on Thursday 3 July 2025.

For a copy of the Position Description please email [email protected] 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. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.