Senior Customer Service Officer

Senior Customer Service Officers

Build your customer service skills in a modern and progressive government agency
Multiple ongoing and fixed term roles are available
Salary $76,817 plus 11.5% superannuation - VPS Grade 3
Based in Ballarat Govhub, with hybrid working arrangements


What we offer

The State Revenue Office is the Victorian Government's revenue management agency, administering a range of taxes, duties, levies, grants and subsidies.

We aim to develop our people to achieve great outcomes for the Victorian community. We offer flexible working arrangements and a workplace culture that is rewarding and productive, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. We are an equal opportunity employer that is committed to providing an inclusive, accessible and safe working environment.

Find out more about working at the SRO at sro.vic.gov.au/careers, or via our LinkedIn page.



The opportunity

The Senior Customer Service Officer is the first point of contact for our customers. These exciting senior roles are responsible for supporting the activities of a team by providing authoritative advice and guidance to customers and team members on areas of technical and professional expertise, using legislation to guide decision making,

Based at the state-of-the-art Ballarat GovHub, which is centrally located, the Senior Customer Service Officer is responsible for supporting the administration of various revenue lines, including updating and maintaining the customer database, supporting the delivery of effective and efficient customer services and reaching agreed key performance indicator targets.

Reporting to a Team Leader, you will be responsible for:

Answering telephone calls, responding to taxpayer enquiries and forwarding calls.
Providing service to internal and external clients and customers of the Division.
Accurately inputting, collating and storing data on contact centre databases.
Responding to moderately complex enquiries, and explaining concepts effectively to internal and external customers.
Preparing letters, emails and reports using clear language that is targeted to the intended audience. There are multiple roles available. Some roles are based in our Customer Services Branch and will primarily involve customer contact over the telephone. Some roles are based in other areas of the SRO with a focus on data entry and customer contact via email, with some telephone work required.


Who we are looking for

To be successful in this role, you will have:

Strong written and verbal communication skills.
A focus on results, with the ability to operate in a deadline-drive environment where you are expected to problem solve and achieve outcomes.
Self-motivation, confidence, and a passion and commitment for delivering quality customer service.
Leadership skills, with the ability to provide guidance to less experienced team members.
A positive attitude and keen eye for detail.
Ability to use analytical skills to solve problems


How to apply

Submit an application via the ‘Apply now' button by 11.5+pm on Tuesday 10 September 2024. You will need to upload a cover letter outlining why you are the best person for this role, and resume.

In your cover letter, please specify your preference for working within:

the Customer Services Branch, with a strong focus on customer contact via telephone
other teams, with a focus on data entry and customer contact via email. There will also be some telephone contact in this role.
Please note, as part of this selection process, you will be required to attend a full day assessment centre in Ballarat GovHub in September or October 2024.



More information
You can find out more about this role via the position description. You can also contact Peter Vallance, Workforce Analyst on 0417 335 143.



If you require any adjustments to assist you to participate in the recruitment process, or you need a copy of this advertisement in an accessible format, email HRServices@sro.vic.gov.au.

Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, qualifications, work history, work visa, and police record history.

This role may be subject to a probation review.