Advisor, Customer Service (CBD)

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 agile and complex operating environment.

**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
- 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 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.

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 Apply on Kit Job: kitjobau.com/job/3quthx