Location:
Melbourne - CBD and Inner Metro suburbs
Reference:
VG/*******
Ready to hit the ground running?
We are seeking experienced customer service and complaints management professionals available to commence on Monday 28 September **** for this short-term VPS opportunity through to 11 December **** & 31 January ****.
Multiple max-term and casual opportunities available
Full time hours (Monday to Friday) with occasional weekend work in November
Commencing Monday 28 September **** through to December **** or January ****
VPS3.2 - $91,971 per annum ($***** per hour casual equivalent), plus superannuation
Convenient Melbourne CBD location at 530 Collins Street
Collaborative, office-based environment with on-site attendance required five days per week
Why join us
At the Victorian Electoral Commission (VEC) we are not just about elections, we are about enabling all Victorians to actively participate in their democracy.
The VEC conducts state and local council elections and is responsible for promoting public awareness and understanding of electoral issues in the Victorian community.
Our goal is to be change ready and responsive to legislative changes and community expectations in a dynamic and complex operating environment.
We provide a values driven workplace culture with a passion for excellence and innovation in the services we provide.
We offer a supportive environment that encourages professional development and provide opportunities to broaden your experience through internal working groups and committees across VEC branches.
About this opportunity
We are seeking experienced Senior Officers to join our Customer Feedback and Complaints area to support the delivery of high-quality customer experience outcomes during a key operational period.




This short-term opportunity includes a VEC election specific training period from Monday 28 September and will oversee the day-to-day inbox management of customer feedback and complaints, support a team of Complaints Officers, and help ensure timely, accurate and professional responses to the Victorian community.
Note that this role is an email only response team and does not involve customer phone contact.
This role is ideal for someone who thrives in a fast-paced environment, enjoys being the go-to for others and is passionate about delivering outstanding customer service.
About the team
The Customer Feedback and Complaints team sits within the Customer Experience function and plays a critical role.
The team supports public trust in the VEC by ensuring customers receive responsive, informative and professional service while helping drive continuous improvement across the organisation.
A day in the life of a Senior Officer, Customer Experience
No two days are the same.
You will oversee a busy customer feedback and complaints inbox, monitor workflow and case allocation, provide guidance to Complaints Officers and ensure customer matters are managed efficiently from receipt through to resolution.
You will review and approve correspondence, coach team members, monitor service standards and work closely with subject matter experts across the business to deliver accurate and customer-focused responses.
Your ability to prioritise competing tasks, support others and maintain quality outcomes will be essential in this high-volume environment.




About you
Experience leading or overseeing the work of others in a customer-facing, fast-paced environment.
Strong written communication skills, with the ability to review, edit and improve customer correspondence.
Demonstrated ability to manage competing priorities and maintain quality and accuracy under pressure.
Experience managing shared inboxes, workflows or case management systems.
A collaborative and supportive approach, with the ability to train, coach and guide team members.
A commitment to delivering exceptional customer experiences and continuous imp rovement.
Applications close on Sunday 13 September at 11:59pm.
Diversity and inclusion
We highly encourage Aboriginal and Torres Strait Islander people, people with disabilities and culturally and linguistically diverse people to apply.
We are committed to diversity and inclusion in our workplaces with the people we employ, and at the ballot box with the people we serve.
We aim to create a workplace that is inclusive, equitable, and safe for all.
We understand that candidates may need adjustments in the recruitment process and/or workplace.
For any questions or request for accommodations, please e-mail ****** .
Pre-employment checks
Successful applicants will be required to satisfy character clearance requirements including, but not limited to, Nationally Coordinated Criminal History Check (NCCHC) and Working with Children Check.
In accordance with Section 17A of the Electoral Act ****, the VEC may ask applicants to disclose specific political activities that could compromise the perceived independence of the organisation.
VEC contact details
Please contact our recruitment team via email -****** .
Applications close Sunday 13 September **** at *****pm
#J-*****-Ljbffr

📌 Senior Officer, Customer Experience (Melbourne)
🏢 Victorian Electoral Commission
📍 Melbourne