Senior Customer Service Officer

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: $65,027 - $79,116 plus Super
Tenure: Permanent/ full-time or part-time
Location: Bairnsdale

About the role:

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. Working as part of our South East Region, you will be predominately based out of Bairnsdale Customer Service Centre.

About the job:

• Deliver registration and licensing services around the needs of our customers in a dynamic environment, over the counter, face to face, 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.

• Serve as the first point of contact for customers in the service centre, offering information and guidance on digital transactions.

 What we are looking for:

• 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

• A full valid driver’s license is required.

• Reasonable travel is required.

• Ability to navigate and coach customers through digital platforms smoothly.

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 Wednesday 23 September 2026.

For a copy of the Position Description please email [email protected]  

Unfortunately, applications cannot be accepted via this email. 

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.