Advisor, Customer Service

• 4x full-time roles available: two ongoing and 2-fixed term positions through to July 2027
• VPS Grade 4.1 ($100,894 - $114,476, plus superannuation)
• Supportive, inclusive and high-performing work culture

This is a multisite role with regular work required across Level 11, 530 Collins Street, Melbourne and Level 1/456 Spencer Street, West Melbourne, with majority of time spent in the contact centre environment at Spencer Street.

Why join us

At the Victorian Electoral Commission (VEC) we are not just about elections, we are about enabling all Victorians to actively participate in their democracy. The VEC conducts state and local council elections and is responsible for promoting public awareness and understanding of electoral issues in the Victorian community. Our goal is to be change ready and responsive to legislative changes and community expectations in a dynamic and complex operating environment.

We provide a values driven workplace culture with a passion for excellence and innovation in the services we provide. We offer a supportive environment that encourages professional development and provide opportunities to broaden your experience though internal working groups and committees across VEC branches. Apply now to make a meaningful contribution to the democratic process.

What you will be doing

Reporting directly to the Manager, Customer Service, the Advisor, Customer Service will support the effective delivery of customer service operations by providing operational oversight, expert advice and leadership support across a multi-channel environment. The role contributes to service excellence, continuous improvement and consistent customer experiences, particularly during peak and high-profile periods.

This role will be responsible for:

• Providing day-to-day supervision of contact centre staff and operations, including quality assurance
• Managing and resolving escalated enquiries across multiple channels, including webchat, chatbot, email, social media, and phone interactions
• Supporting VEC reception services by assisting with and responding to in-person enquiries
• Supporting the Manager, Customer Service in the maintenance of webchat and chatbot
• What you will bring to the role
• Experience managing customer interactions across multiple channels
• High level verbal and written communication skills
• Strong customer service and conflict resolution skills with the ability to manage escalated calls and challenging conversations
• Commitment to the VEC's core values

How to apply

All applicants must submit:

• a current CV and
• a separate document with responses to Key Selection Criteria (KSC) 6.1, 6.7, and 6.8.

Applications should be lodged online via the Apply Now button (below). The VEC can only accept applications lodged via Victorian Government Careers website.

Applications close at 11:59pm on Wednesday, 10 th June 2026 .

We highly encourage Aboriginal and Torres Strait Islander people, people with disabilities and culturally and linguistically diverse people to apply.

We are committed to diversity and inclusion in our workplaces with the people we employ, and at the ballot box with the people we serve. We aim to create a workplace that is inclusive, equitable, and safe for all.

We understand that candidates may need adjustments in the recruitment process and/or workplace. For any questions or request for accommodations, please e-mail [email protected]

Successful applicants will be required to satisfy character clearance requirements, including but not limited to Nationally Coordinated Criminal History Check (NCCHC) and working with children check.

In accordance with Section 17A of the Electoral Act 2002, the VEC may ask applicants to disclose specific political activities that could compromise the perceived independence of the organisation. Learn more about disclosing political activities.

VEC contact details

For further information please contact Bianca Quinto via ***email_hidden***.