Counter Services Officer

Description:

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 jurisdictions 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.
VCAT has embarked on a service transformation focused on delivering enhanced digital service, providing easier access to services, developing stronger connections with service partners through technology integrations and digital workflows and building an empowered and capable workforce who are receptive and ready for change.
About the Role
Working within VCAT's Community Access Services, the Counter Services Officer provides service and support to VCAT users and members, parties involved in Tribunal matters and external service providers.
Duties include:
* answering enquiries and assisting users across VCAT's service channels
* handling escalated and complex enquiries and performing a range of associated administrative functions, including facilitating activities necessary for the efficient running of hearings
* helping VCAT users understand VCAT's processes and procedures, assisting with making applications and explaining the types of matters that can be resolved at the Tribunal
* where appropriate, refer Tribunal users to specialised service providers
* overseeing the service counter requirements within the assigned work area
* providing effective support to VCAT Members and parties attending hearings at the VCAT venue
* developing and maintaining strong relationships with VCAT users and professional stakeholders
* undertaking community engagement activities approved by the Service Leader
* exercise statutory delegated functions, as required and adhere to VCAT service delivery principles
About You
The ideal candidate will need to demonstrate a blend of experience with customer service expertise, strong communication skills and an ability to manage administrative tasks in a dynamic, fast-paced environment.
You will be required to demonstrate:
* experience in providing front-line support, ideally in a busy service counter or similar environment
* comfort in handling escalated and complex inquiries while maintaining a professional and empathetic approach
* excellent verbal and written communication skills, with the ability to explain complex procedures in a clear and accessible manner
* ability to build and maintain strong relationships with a diverse range of stakeholders
* a solid understanding of administrative functions, including file preparation, case management system updates, and ensuring the accuracy of applications
* ability to troubleshoot issues, provide clear guidance and refer users where appropriate
* ability to collaborate effectively within a team
Experience in a legal, tribunal, or similar regulatory environment is highly desirable.
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.