Senior Customer Service Officer (Melbourne)

The Senior Customer Service Officer sits within the Customer Operations Branch and supports the Team Leader, Customer Service Operations in delivering high-quality, compliant and customer-focused service outcomes across multiple channels including voice, chat, email and application processing. The role plays a key leadership support function by coaching and guiding Customer Service Officers, monitoring performance and adherence to processes, and ensuring consistency of service delivery in a high-volume, fast-paced environment. As the first point of escalation, the role is responsible for resolving complex customer issues and complaints, while also identifying trends and insights from customer interactions and complaints to inform continuous improvement, training needs and systemic enhancements across the branch. The position contributes to operational excellence by balancing service delivery, compliance, and customer experience outcomes, supporting the Team Leader to drive performance, capability uplift and continuous improvement. Qualifications Professional experience operating in a fast paced, high volume incoming contact centre and or processing environment will be advantageous. It is an inherent requirement of this position that the employee is ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces. Other relevant information Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check. To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. What we offer you? ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs and supporting ways of working that help employees balance work and life. We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+. A Workplace committed to safety and wellbeing ST Vic is committed to providing a secure and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements. Diversity and Inclusion ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction. Learning and Development We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations. How to Apply Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter of no more than 1 page in length addressing your skills, experience and interest in the position. Applications close at midnight 4 June 2026. 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 the contact person listed on this ad. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rohrr