customer service representative

senior customer service representative

product manager

team leader

director of product management

VicRoads

Where do I start?

This is a long review but I suggest you read it if you're genuinely considering applying for a job here.

I would only recommend this job if you are desperate and only stay for as long as you need. As far as I'm aware if you're lucky enough to work elsewhere in VicRoads it is a much nicer experience, but the call centre is not. It is impossible to get out of unless you're a favourite.

I have never had to call the IT Helpdesk at any workplace anywhere near as often as at VicRoads. This is due to having to use many different systems that are poorly integrated and are constantly experiencing issues. The Helpdesk also takes at least 5 minutes, sometimes up to 10 minutes to get through to for most of the day.

You are expected to take calls with shortest possible handle time, with a very short amount of time between them, as little as 4 seconds. You're expected to adhere to your rostered breaks and don't dare go more than 5 seconds over your break time. It's akin to being a battery hen as due to this setup you don't really get a chance to interact with your colleagues.

Interactions with customers can be quite challenging at times as you'll be mostly telling people you can't do what they are asking of you which results in many confrontations. This is if the customer already isn't firing on all cylinders when you answer the call. This really takes it out of you and has a detrimental effect on your mental and physical health.

Management are mostly awful to deal with, belligerent, and they will pick their favourites to advance and pretend that anybody else doesn't exist. If you're not the teacher's pet, you will know about it. Favourites are given the easier work with less customer interaction and are afforded more training/upskilling and progression opportunities. Communication of upcoming changes are also poorly relayed to consultants.

There is a preference to hire people through agencies which means if you take a much needed mental health day from time to time, you don't get paid for it. In addition to this, casuals hired through an agency are not paid a penalty above their ongoing peers. The rate is only $1-$2 p/h more than ongoing staff but without leave entitlements and job security. Full time staff also get more break time and other little perks here and there that agency staff are denied. If you have shown a good record and apply for full time you'll also be given nonsensical reasons why they won't give you and ongoing position. This results in poor morale when external staff are being hired and then leaving very shortly after they realise how horrible of a place to work it is.

What is the best part of working at the company?
Genuinely a lovely team to work with. The job is very much a time micromanage which not a lot of people seem to have been able to stay longer than a couple of weeks due to that fact. Those who can handle the AHT as well as the abundance of learning required and looking for a challenge, VicRoads is definitely that. I enjoyed my job, but I had my contract terminated due to being diagnosed with an autoimmune condition, which led me to have too many days off to see Specialist for my air condition. If there was ahad my contract terminated due to being diagnosed with an autoimmune condition, which led me to have too many days off to see Specialist for my air condition. If there was a possibility to return with boundaries I would consider that.

What is the most stressful part about working at the company?
Being quality checked every month, which means a team leader stands behind you and assesses your Customer Service skills, as well as adhering to our CIS, which is the database for all Work instructions you must follow. When someone’s looking over your shoulder doing your job, you automatically become nervous and the situation is intensified And I personally got nervous in these situations and made mistakes that I normally wouldn’t do if I wasn’t being watched.

What is the work environment and culture like at the company?
Well, the work environment is strict. They have a slogan DARE , CARE , SHARE …. Whatever you do do not dare.… IF YOU DARE TRY AND MAKE A VALUABLE CONTRIBUTION TO THE COMPANY, YOU WILL BE PULLED INTO A MEETING AND TOLD THAT YOU WILL NOT BE PARTICIPATING IN A FOCUS GROUP WHEN YOU COME UP WITH A FABULOUS IDEA TO IMPROVE THE SYSTEM. YOUR OFFICE MANAGER WILL ADVISE YOU THAT YOUR JOB IS AT THE OFFICE, NOT WITH THE UPPER HIERARCHY TO MAKE CHANGE. I BELIEVE THIS WAS THE MAIN REASON I HAD MY CONTRACT CANCELED, BECAUSE I DARED TO CONTACT UPPER HIERARCHY BECAUSE I HAD AN IDEA, AND I WAS TIRED OF NOT BEING HEARD AT MY OFFICE.

What is a typical day like for you at the company?
Micromanaged and a very busy environment to work in. If you don’t mind being watched by the clock from 8:25 AM to 4:30 PM and this job is not for you.

If you enjoy providing good customer service, want the satisfaction of knowing you have actually helped customers appropriately (even though the customer may not always like the outcome), care about attention to detail or want to work in a happy & healthy workplace - run away!  If you want to be treated decently and respected for your assets/abilities rather than your bottom-kissing, the VicRoads Call Centre is not the place for you.

If instead you are just fine with inadequate training and support, being seriously micromanaged and you just don't care whether the customer is given the correct answer or stuffed around, then apply now!  Also, it is a definite bonus if you enjoy kissing up to people to climb the ladder or have decent opportunities within the centre!

* The training and support is laughable.
* Some staff on the support line (ie who you ring for help with a call) are not knowlegeable and not trusted among the staff, but management does not care.
* Some staff have consistently made the same mistakes over and over for years without obvious repurcussions, while others are left to clean up their mess without recognition. 
* Some (not all) team leaders are bullies, and management know this but do nothing!
* The computer programs are literally decades old (last overhaul was early 2000's). Their only new system (myVicRoads) is regularly out of service or experiencing major glitches!
* Far too often you find out about business-rule changes from customers because higher-ups have made announcements to the media before their staff!
* Most other areas are understaffed so many processes will take 5-10 times longer than would be acceptable in private enterprise, which is frustrating.

There is not one typical day at hand as tasks vairy due to the large number of customers or lack of. Communication showing an ability to liaise effectively with internal and external stakeholders and customers with appropriate procedures and policies were at a standard. Triage, counter service, Licence/learner permit testing computerized supervision, answering telephone calls, cashering were part of a day to day change.  
An ability to work individually and in a team environment was at hand. 
Learning skills were constant and various computer skills programmed for Vic Roads were implemented. 
Rotation with work colleagues was enjoyable and very supportive
Management was very directed by diplomacy and discretion with personal and sensitive issues.
The most rewarding part of my experience during my time within Vic Roads was being a Licence Tester and helping customers receive their licence. Being positive and helpful was rewarding especially under some challenging circumstances.
 I am articulate with a proven ability to provide the necessary customer service and care required to ensure overall client satisfaction.

A typical day for me is to visit a Secondary College in the Geelong region and meet with the school staff.  Then I would prepare to deliver "Keys Please" which could include setting up chairs, asking students to participate in an activity, getting handouts ready and making sure my laptop is connected to the data projector and the presentation is ready to go!  Then I commence the presentation and answer students' questions along the way.  I have learned that students can ask anything, the most obvious to the least expected questions and that they can be very quick to pick up new information.  I have also learned that there is a wealth of knowledge among VicRoads staff and that they are only too happy to answer my questions.  I have learned alot from my friendly co-workers.  The hardest part of the job is managing challenging behaviours at the schools; the most enjoyable part is meeting new people and learning something everytime I visit a school.

VicRoads tends to be "engineering centric" from a Management perspective.  Management tend not to recognise or reward the importance and significance of the Registration and Licencing Customer Services area.  Having said that, I had many opportunities to experience a significant number of areas within the organisation, such as Major Projects, Regions, Customer Services, HR, Finance.  Over many years I have managed to develop a huge amount of skills and knowledge and a number of different locations throughout Melbourne.  If I had wanted to there was also opportunity to work in the Rural area.

Unfortunately VicRoads underwent a significant restructure in 2013, resulting in a reduction in the number of Business support positions, which impacted significantly on what was previously a fantastic culture in the organisation.

If you like constant change and a dynamic environment, it is (or was) a great place to work.

In this job i patrol freeways and arterials in melbourne checking roads for damage bridges for structure damage, debries and attending road accidents controling incidents working with emergency services while providing traffic control.
I also work in the control room at vic roads Kew working with media checking over 900 cameras through out victoria checking for accidents traffic conjestion organising freeway patrols and arterials recording all incidents in RAI which media and IMT people read.I make reports contact the emergency services at incidents organise tows or maintance crews for road repairs and control all 13 patrol units on a two way radio and on phone and send them to incidents they also have cameras on there vans and cars which i can view and report on

Licence testing was a great job but very tiring.  It was a weird job; mostly routine but surprises popped out every day.  It was a great group to work with - very cooperative and friendly, supportive, excellent camaraderie.  Management were good too, friendly and cooperative.  I would have stayed but we were only offered fixed term contracts and then another offer came up elsewhere so I took that.

When I first joined the Geelong team, the leadership team were amazing and supportive. However since the change in Area Manager and Team Leaders, it's gone down hill. The team leader there is obnoxious and rude. She continuously talks down to you and hardly does any work. The only good ones that were there on secondment have now moved on. It's impossible to take annual leave and you often have to apply months in advance. Just be prepared that it most likely will get rejected. Casuals are hired to assist when permanent employees are not in and yet they are often given priority when it comes to leave. Working here has made me not want to work for another government organisation. 

What is the best part of working at the company?
Nothing that I could remember but disappointed with their ways in handling their staffs. They don’t practice their values 

What is the most stressful part about working at the company?
When the manager doesn’t care about you or the staffs

What is the work environment and culture like at the company?
Moral is low and the environment is like Melbourne weather

What is a typical day like for you at the company?
Not good /uneasy with the whole situation when you know the truth and the values not practice

Top Job Titles	Average Salary
Customer service representative 19 salaries reported	$66,655 per year
Senior customer service representative 7 salaries reported	$62,916 per year
Product manager 3 salaries reported	$158,667 per year
Team leader 6 salaries reported	$79,462 per year
Director of product management 2 salaries reported	$163,372 per year

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