Counter Services Officer

Full job description
Overview
Work Type: Fixed-term - Full-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Customer service
Location: Melbourne - CBD and Inner Metro suburbs
Reference: VG/VT2341SB

Great opportunity to apply your customer service skills in a dynamic environment

Contribute to meaningful work for users of the Tribunal

Supportive environment with training and career development opportunities

About Us
Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.
Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'.
Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

VCAT
The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About the Role
The roles is responsible for helping VCAT users understand VCAT's processes and procedures, assisting with making applications and explaining the types of matters that can be resolved at the Tribunal. Where appropriate, the Counter Services Officer will refer Tribunal users to specialised service providers.
The Counter Services Officer also provides backup support and relief for other counter service functions across VCAT's metroplitan venues.
Duties include:
overseeing the service counter requirements within the assigned work area
supporting VCAT users by providing procedural and process advice
providing reerrals to relevant support services, where appropriate
performing administrative functions including, but not limited to ensuring applications have been completed correctly, file preparation, online receipting of VCAT fees
developing and maintaining strong relationships with internal and external stakeholders
answering enquiries and assisting users across VCAT's service channels

This role is fixed term until 31 October 2025

About You
The ideal candidate will be able to demonstrate:
experience in a customer-facing service delivery environment, focusing on customer satisfaction and service quality
sound critical thinking and problem solving skills with proven ability to handle various enquiries regarding procedural advice
proven collaboration skills with the ability to work within a team and contribute to a positive culture

How to apply
Click the ‘Apply Now' button, ensuring you include the following in your application:
resume
a short cover letter

Other information
CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.
We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.
We aim to create a workforce that reflects the commu nity in which we live.
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 email the contact person listed in the advertisement.
As part of our commitment to a safe and respectful workplace, we conduct pre-employment checks, including but not limited to, reference checks, police checks and misconduct screening. These checks are handled confidentially and with care and are a standard part of our hiring process to ensure the right fit for both our candidates and the organisation.
Applications close Sunday 10 August 2025 at 11.59pm
Posted
30 July 2025 Read more