Job Description

The Customer Experience and Quality Assurance (CEQA) Unit is seeking applications for a VPS4 Communications and Engagement Advisor - Customer Experience role. This is a fantastic opportunity to join a collaborative and high-performing team focused on delivering responsive, productive, and high-quality customer service, project support, and services across the VSBA.

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Victorian School Building Authority

The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s.

The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.

With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.

About the Division

The Corporate and Project Performance Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable.



The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, distribute our e-newsletters, and organise ministerial and other events for our projects. The Division also leads the organisational customer service reform and uplift program.

The Division includes the Priorities and Customer Experience Branch, Budget and Finance Branch, Communications Branch, Business Systems and Knowledge and the Project Performance and the Partnering and Support Branch.

About the Role

This position provides expert customer service support, offering technical guidance and advice while fostering positive relationships with internal and external stakeholders to ensure effective communication and collaboration. The role supports the Customer Experience Team Leader and other team members, helping to navigate complex issues and identify practical solutions.

This is a fixed term role until 2 April 2027, and the successful candidate will be required to commence as soon as possible.

The key responsibilities include:

- Coordinating and tracking incoming email correspondence, including drafting, and escalating tailored responses to complex enquiries.
- Delivering high-quality, professional first-point phone contact to a broad stakeholder base, ensuring timely responses aligned with departmental standards.
- Coordinating webform submissions and 1800 escalations,



supporting teams and senior leaders with timely responses and strategic advice.
- Leading the VSBA customer service framework, including the development and implementation of the Customer Service Action Plan (CSAP), capability uplift through learning and development, and the annual review of the Customer Service Charter.
- Maintaining accurate records, overseeing reporting, and driving process improvements, including management of the CSWG action register.
- Contributing to projects, updating, and editing resources, and supporting high-quality outcomes through effective communication.
- Assisting Customer Experience Officers during peak periods and contributing to major events, onboarding, and training of new staff.
- Undertaking additional tasks to support the Quality Assurance team and team leader as required.

The role includes a high degree of external stakeholder engagement as well as with Business Unit Managers, Divisions and across the Department.

All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues, and key partners regardless of our individual role or team.

About the Candidate

Strong alignment with the Victorian Public Sector Values, including responsiveness, integrity, and accountability.

The ability to manage tasks efficiently and prioritise according to urgency and impact.

A customer-focused mindset and the ability to engage with a range of stakeholders across the VSBA and Department of Education.

Attention to detail, and the ability to follow through on requests and problem resolution.

Strong written and verbal communication skills.

Desirable Qualifications and Experience

Desirable: Relevant tertiary qualification in Communications or other related field.

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📌 Customer Experience Advisor (Melbourne)
🏢 Tasmania
📍 Melbourne