- Opportunity to join the Victorian Civil and Administrative Tribunal (VCAT), a justice service that resolves a wide range of disputes for the Victorian community
- Serve as a first point of contact for members of the public engaging with VCAT
- Melbourne CBD on-site, VPS3, Full-time ongoing

About us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'.

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

About VCAT

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About the Role

The Counter Services Officer is a multi-functional role, involving a range of duties within the role. The role serves as a first point of contact for members of the public engaging with VCAT, providing procedural advice, as well as administrative support to facilitate the prompt resolution of matters. You will play a key part in helping the community by responding to a variety of queries over multiple channels.

The role is responsible for supporting VCAT users with enquiries, guiding them through VCAT processes and procedures, and ensuring the efficient operation of hearings.



They manage escalated and complex enquiries and perform associated administrative functions. Duties include:

- providing high level, multi-channel customer service and support to all users engaging with VCAT
- assisting with wayfinding, floating the public floors in a concierge capacity
- identifying where Tribunal users require additional support and provide specialised service where appropriate or refer to specialised service providers
- responding to emotionally distressed or high-risk individuals, including managing challenging interactions with users experiencing acute stress, trauma or expressing thoughts of self-harm
- liaising with internal stakeholders and referring to other organisational areas to facilitate early resolution of matters
- providing expert information, including procedural and process advice
- preparing hearing rooms for matters, setting up, stocking with items and checking the technology is in working order
- assisting all parties on the hearing floors, taking appearances and liaising with members as required
- maintaining accurate records of all interactions with VCAT users

This role requires a full-time on-site presence at VCAT's CBD location.

About You

The ideal candidates will have experience in providing frontline customer support within a complex environment, addressing sensitive topics and demonstrates strong communication skills along with the ability to engage with a diverse range of stakeholders, including highly distressed individuals.

You will be required have a team orientated and flexible approach to daily operations, assisting in various capacities as the business requires it.

You will be able to demonstrate:

- strong attention to detail skills




- ability to convey complex legal and regulatory information tailored to different audiences
- dedication to customer service
- critical thinking and problem-solving skills
- proven collaborative skills, working well with others in pursuit of team goals
- a commitment to continuous learning and service improvements

Demonstrated experience within a face-to-face customer service workplace considered highly desirable.

Benefits

- A strong sense of belonging to a team-oriented team with strong support among colleagues.
- Access to purchase a 'fitness passport' supporting your health and wellbeing with access to gyms and pools at a discounted rate
- Flexible working options based on operational needs
- Career development opportunities

How to apply

Click the ‘Apply Now' button, ensuring you include the following in your application:

- resume
- a short cover letter

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.

📌 Counter Services Officer (Melbourne)
🏢 VCAT
📍 Melbourne