Tribunal Services Officer (Call Centre Role)
Core
First point of contact for the public engaging with the Victorian Civil and Administrative Tribunal (VCAT), providing procedural advice, administrative support, and call centre services to resolve disputes in renting, planning, and consumer matters.
Role type
Front-line customer service officer (call centre)
Builds
Accessible justice services for the Victorian community
Domain
Legal services / Public sector / Dispute resolution
Deliverable
client delivery
Required skills
Frontline customer service, procedural advice, call centre operations, emotional distress management, record keeping, stakeholder liaison, complex information conveyance, critical thinking
Responsibilities
Responding to a variety of public queries predominantly within a call centre environment, managing escalated and complex enquiries, responding to emotionally distressed or high-risk individuals, maintaining accurate records of all interactions, liaising with internal stakeholders to facilitate early resolution of matters
Seniority
Entry to Mid-level, hands-on IC