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 perks 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

This role is part of Rental Dispute Resolution Victoria (RDRV); a new and free VCAT service that will assist renters and rental providers to resolve disputes regarding rent increases, repairs, and bond and/or compensation matters.

Intake Officers are key to RDRV, and are responsible for helping parties resolve their dispute by answering initial telephony enquiries about RDRV and guiding them through RDRV processes and procedures in relation to rental disputes.





Key Accountabilities Include

- Helping users achieve outcomes by providing expert advice on RDRV processes, alternative external dispute resolution options, and set expectations on steps and timeframes to allow users to make an informed decision on their dispute.
- Providing high level customer service, engaging with users via phone and digital channels, particularly in telephone communication and call management.
- Using expertise and critical thinking to assess and determine appropriate information provision to callers.
- Facilitating referrals, via warm transfers, to support services or external agencies.
- Maintaining up to date and accurate records utilising internal systems effectively to record interactions with users in a professional manner and ensure any intake officer, resolution coordinator, or member can understand the interaction.

About You

- Demonstrated ability to understand and communicate complex procedures and/or legislation.
- Demonstrated ability to work with and communicate effectively with a wide range of users.
- Demonstrated experience in a service delivery environment.

Benefits

- A strong sense of belonging to a collaborative team with solid 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.

📌 Intake Officer (Melbourne)
🏢 Court Services Victoria
📍 Melbourne