Enquiries Officer

Overview

Work Type: Ongoing - Full-time or part-time

Salary: $62,104 - $79,753

Grade: VPS 2

Occupation: Customer service

Location: Grampians - Ballarat

Reference: 11249

About the Branch

The Information and Dispute Services Centre (IDSC) provides contact centre services across Consumer Affairs Victoria’s legislative remit, including information and advice related, but not limited, to:

• Renting and tenancy
• Residential Tenancy Bond Authority
• Australian Consumer Law
• Occupational licensing schemes administrated by Consumer Affairs Victoria (CAV)
• Responsible Service of Gaming Helpline.

About the Role

To deliver these services, IDSC Enquiries Officers receive, evaluate and respond to phone calls, and online enquiries from consumers, renters, businesses and rental providers. The officer responds by providing information and advice on the suite of legislation that CAV administers, and front-line compliance in our dispute services.

There are multiple Full Time & Part Time Ongoing positions available. The work location for these positions is Ballarat.

Key Accountabilities include

• As primary point of contact for services by CAV, effectively and efficiently attend to and resolve telephone and online enquiries from consumers, traders, rental providers, renters and the general public.
• Provide accurate relevant legislative advice and information on the rights and responsibilities of consumers, traders, rental providers and renters. Provide authoritative advice about dispute avoidance and resolution. Make appropriate referrals within CAV or to a wide range of other Agencies.
• Ascertain and analyse all relevant information towards achieving dispute settlement and determining potential breaches of legislation. Generate complaint/enquiry and referral correspondence in hard-copy or electronic transmission form.
• Collect/process information for enquiry and complaint handling on screen-based system. In the course of resolving enquiries, identify, record and report on issues and developing trends in the marketplace.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Customer Focus: Understand customer requirements and how work addresses customer needs; identify opportunities to improve services; committed to delivering high quality outcomes for clients.
• Managing Difficult Conversations: Considers other’s points of view; understands that there are different ways of interpreting words and actions; constructively communicates concerns and issues.
• Influence and Persuasion: Understands the pros/cons of a different approaches; uses direct logical persuasion in a discussion or presentation by using concrete examples, facts and figures to support their argument.
• Communicate with Impact: Organises information in a logical sequence; includes content appropriate to the purpose and audience.
• Critical Thinking and Problem Solving: Seeks resolution of problems through policy or process guidelines; otherwise seeks guidance by providing information and ideas relevant towards resolution of problem. Understands concepts enabling improvements in critical thinking and problem solving.

This position is only open to applicants with relevant rights to work in Australia.

You must be an Australian citizen, as this role requires a security clearance.

For more information, please see the Position Description

How to apply

Apply before the advertised closing date 11:59pm on Thursday, 18 June 2026. All applications should include:

• a resume; and
• a cover letter which addresses the key selection criteria (within three pages).

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

Applications close Thursday 18 June 2026 at 11.59pm

Posted

4 June 2026