Customer Service Officer/ Licence Testing Officer
VicRoads Registration and Licensing Services (RLS) – Frankston VIC
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 ****, 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.
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 ourCentral East Region,you will be predominately based out of Frankston CSC.
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.
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 energetic 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.
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.
Applications close *****pm on Sunday 9 August ****.
For a copy of the Position Description please ******
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📌 Customer Service Officer/ Licence Testing Officer (Melbourne)
🏢 VicRoads
📍 Melbourne