Digital Concierge

VicRoads RLS, founded in August 2022 by a consortium of Aware Super, Australian Retirement Trust, Macquarie Asset Management, and the Victorian State Government, operates under a long term concession deed issued by the State Government. This strategic 40-year partnership is transforming VicRoads RLS into a more commercial, customer-centric, product led and digitally advanced organisation. Our purpose to ‘make services seamless and support safer networks for our communities’ drives our commitment to ensuring our customers get what they need, when they need it.   

Our organisational values steer our actions, decisions and behaviours as we progress on our path of transformation.  

We work collaboratively with the Victorian State Government to ensure we fulfil regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety 

Salary: $59,829 - $62,223 plus Super
Tenure: Full-time/ fixed-term (6 months)
Location: Sunshine

About the role:

In the Concierge/Digital Concierge role, you will be the first point of contact for our valued customers, assisting them with their Registration & Licensing (R&L) inquiries and promoting our digital services. Your expertise will not only help solve customer issues efficiently but will also set a positive tone for their experience with us. This role is essential for providing timely, accurate, and efficient service while encouraging the use of our online platforms.

About the job:

• Serve as the first point of contact for customers in the service centre, offering information and guidance on digital transactions.

• Provide exceptional customer service by effectively leveraging digital platforms to meet customer needs.

• Deliver timely, accurate, and efficient information and assistance related to licensing and registration services to the Victorian community.

• Actively encourage and support customers in utilizing online transactions to enhance their service experience.

• Manage escalated inquiries and record unresolved issues following appropriate channels.

• Maintain subject matter expertise on rapidly evolving customer service practices and procedures.

• Collaborate with team members in continuous improvement initiatives while supporting fellow colleagues.

 What we are looking for:

• Proven experience in delivering excellent customer service within a service centre or frontline environment.

• Strong proficiency in learning and promoting the use of online transactions.

• A current and valid driver’s license.

• Ability to perform work in both seated and standing positions as needed.

• Willingness to travel within the area and to neighbouring centres as needed.

• Strong interpersonal and communication skills to connect with a diverse range of customers.

• Ability to navigate and coach customers through digital platforms smoothly.

• Capable of working both independently and collaboratively within a team-oriented environment.

VicRoads is committed to continually investing in our workforce and fostering an environment whereby all our employees feel valued, engaged, and empowered. To attract, retain and develop great people, we provide genuine flexibility, a culture that supports people to be their best and be themselves, and great opportunities for career development. We embrace diversity and inclusion and are proud our workforce reflects the community we serve.

How to Apply:

Please submit your application via the “Apply” button. Applications should include a resume and a brief covering letter. Applications close 11.59pm on Sunday 1 December 2024.  

For a copy of the Position Description please email talentacquisition@vicroads.com.au  

Unfortunately, applications cannot be accepted via this email. 

Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a fu