About Us
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services. You can find out more about our Ministers, leadership and entities here: Department of Government Services. About the Group The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery. The group uses industry-leading delivery principles for shared services and supports the development of sustainable and efficient whole-of-Victorian Government (WOVG) shared services.

About the Role
The Senior Registry Officer plays a key role in supporting the day-to-day operations of the Registry of Births, Deaths and Marriages (BDM). Working closely with the Team Manager, the role supports the efficient delivery of BDM services by coordinating daily operational activities, monitoring workflow priorities and work allocation, and maintaining service standards across customer service functions. The Senior Registry Officer applies sound knowledge of the Births, Deaths and Marriages Registration Act 1996 (Vic), associated legislation, policies and procedures to support consistent decision-making and resolve complex operational matters. Acting as a first point of contact for operational enquiries, the role provides guidance, coaching and support to team members on BDM processes, systems and service delivery practices. The position contributes to the continuous improvement of BDM operations through quality assurance activities, identifying opportunities to improve processes and supporting the implementation of operational initiatives. Working in an environment that supports people during significant life events,



the Senior Registry Officer demonstrates empathy, professionalism and sound judgement while helping to deliver timely, accurate and responsive services to the Victorian community. Key Accountabilities
• Coordinate daily workflow activities and work allocation to support the timely processing of registrations, certificate applications and customer enquiries, ensuring service standards and operational priorities are met.
• Provide operational guidance and support to team members, responding to enquiries, and assisting with the interpretation and application of legislation, policy and operational procedures within delegated authority.
• Resolve complex customer enquiries, registrations, applications and transactional matters, exercising sound judgement to determine appropriate outcomes within delegated authority and escalating matters where required.
• Support the Team Manager to maintain timely, accurate and responsive services and a high standard of customer service through training, coaching, knowledge sharing and day-to-day support of team members.
• Maintain the integrity, accuracy and security of registry records by ensuring applications, registrations and amendments meet legislative and policy requirements, and undertaking appropriate follow-up action on incomplete, non-compliant or complex matters.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance service delivery, operational processes and the customer experience, and supporting the implementation of improvements.
• Build and maintain effective working relationships with customers, government agencies, community organisations and other stakeholders, providing accurate information and support regarding BDM services,



processes and legislative requirements.
• Support the delivery of operational priorities and new service offerings, including the facilitation of civil marriage ceremonies at the Victorian Marriage Registry, participation in outreach activities, and undertaking additional duties as required to support organisational objectives. About You We are seeking applicants who have demonstrated experience from the following criteria:
• Demonstrated experience in a registry, customer service, contact centre or similar operational environment, including coordinating workflows and supporting service delivery outcomes is highly desirable.
• Sound knowledge of relevant legislation, policies and operational procedures, with the ability to provide guidance and support to team members and resolve complex operational matters.
• Well-developed communication, coaching and stakeholder management skills, with the ability to build capability and maintain effective working relationships. This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia. For more information, please see the Senior-Registry-Officer-PD.

How to apply
Apply before the advertised closing date 11:59pm on 18 November 2026. All applications should include:
· a resume; and
· a cover letter which addresses the key selection criteria (within three pages). Other relevant information To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/Current Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

📌 Senior Registry Officer (Melbourne)
🏢 State Government Of Victoria
📍 Melbourne