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Multiple fixed term opportunities available providing essential front-line customer support to the Victorian community
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Showcase your exceptional commitment to customer service and your strong collaborative skills working with others to achieve team goals
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Career development opportunities available
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.
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 combination of diverse duties performed daily. 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 various face to face service delivery functions within our CBD VCAT venue.
Duties include:
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providing high level support to all users engaging with VCAT in different capacities, such as roaming concierge on the floors, assisting users attending hearing at our reception desks and handling general enquiries at our service counter
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coordinating VCAT hearings to provide effective in-hearing support to VCAT Members and parties
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preparing VCAT mediation and hearing rooms for daily proceedings
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providing support to emotionally distressed or high-risk individuals, including handling challenging interactions with users experiencing acute stress, trauma or expressing thoughts of self-harm
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liaising with internal stakeholders and referring to other organisational areas to facilitate early resolution of matters
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maintaining accurate records of all interactions with VCAT users
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perform administrative functions including managing the mail process, data entry of applications, processing VCAT orders, preparation of correspondence, file preparation and online receipting of VCAT fees
In line with the responsibilities and operational needs of the position, this role is required to be performed full-time on-site at our CBD location
There are 2 x fixed term positions available.
About You
To excel in this role, you will have experience in providing frontline customer support in a face-to-face environment explaining complex procedures. You have strong communication skills and an ability to engage with a diverse range of stakeholders, including highly distressed individuals.
You will manage a range of tasks and have the flexibility to move within different areas of the building to suit operational needs.
You will be able to demonstrate:
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strong attention to detail
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ability to convey complex legal and regulatory information tailored to different audiences
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a strong commitment to exceptional customer service
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critical thinking and problem-solving skills
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proven collaborative skills, working well with others in pursuit of team goals
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a commitment to continuous learning and service improvements
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approachable demeanour
Benefits
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A strong sense of belonging to a collaborative team with strong support among colleagues.
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Access to purchase a 'fitness passport' supporting your health and wellbeing with access to gyms and pools at a discounted rate
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A sense of purpose helping those within the community access fair and efficient justice
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Career development opportunities
How to apply
Click the ‘Apply Now' button, ensuring you include the following in your application:
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resume
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a short cover letter
Other information
Court Services Victoria(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.
