User Support and Service Officer, Victorian Civil and Administrative Tribunal (VCAT) Job posted: 04/11/2024 Reference: VG/C00465 Occupation: Administration/Secretarial Salary Range: $76,817 - $93,275 • User Support and Services Officer (VPS3) working in VCAT's Service Delivery Group• Work location: 55 King Street, Melbourne• Work hours: 8.30am – 4.36pm Monday to Friday About Us 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 VCAT is moving towards excellence, and we're looking for a User Support and Service Officer to help users (customers) navigate our process and procedures. Working from 55 King Street, Melbourne, this new role helps people who are involved in VCAT cases understand VCAT's process and procedures. Predominantly through face-to-face support at VCAT's CBD based counter services, the User Support and Services Officer works across all VCAT divisions, assisting users with lodging applications, submitting documents and furthering their understanding of VCAT's role and function. This role also provides administrative support as required to the wider Service Delivery Group and VCAT Registries, as well as assisting with responding to phone and email correspondence. You will work with people across all parts of the Victorian community, from self-represented litigants to regular VCAT users such as Real Estate Agents, Lawyers, and other professionals. About you The successful candidate will be responsible for providing specialized support to Tribunal users. You will have experience working with people from a variety of different backgrounds and providing customer support to people who may be experiencing distress. You will have a high level of resilience, patience, and understanding and remain calm in high-pressure situations. What we are looking for: Demonstrated experience in providing customer service through a variety of different channels including in person and digitally Specialist knowledge expertise – you will be required to learn and understand government legislation and explain this to VCAT users in a manner that they can easily comprehend An ability to demonstrate empathy and patience as you interact with people that may find themselves in difficult circumstances and seek assistance from VCAT Understanding of relevant VCAT legislation (i.e. Residential Tenancies Act & Guardianship and Administration Act etc.) is highly desirable Strong verbal, written communication, and problem-solving skills Ability to work with limited supervision and adapt quickly to change A good listener – you will need to identify the needs of the user and provide them with relevant and accurate information A high level of resilience, remaining calm in high-pressure situations Experience in de-escalation and conflict resolution techniques Excellent data entry and attention to detail. How to apply Click the 'Apply Now' button, ensuring you include the following in your application: resume responses to the screening/key selection questions in the online application form 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 get in touch with Dr. Tasha Campo, Senior Manager - Diversity, Equity, Inclusion & Respect via email to or by calling (03) 9032 0500 to speak to a People Services Advisor. To apply for this role, you will be redirected to the Court Services Victoria job application system. #J-18808-Ljbffr