Contact Centre Officer

at  Department of Justice and Community Safety

JOB DESCRIPTION

Location: Melbourne | CBD
Job type: Full time
Organisation: Department of Justice and Community Safety
Salary: $74,580 - $90,558
Occupation: Community Services
Reference: VG/1781943JUNE2024
At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.
We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.
The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.
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.
For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

• Communicate with Victims in a Trauma informed and culturally safe way that supports them to access financial assistance
• Ongoing position – multiple roles
• VPS3: $74,580 - $90,558 + Superannuation

The Department of Justice and Community Safety are seeking Contact Centre Officers to join the new Victims of Crime Financial Assistance Scheme, to handle inbound and outbound calls about the FAS.

QUALIFICATIONS

• Experience in community services, social work, criminology, psychology, victim services and/or family violence is desirable.

ABOUT THE ROLE

Duties will include:

• Act as the first point of contact for FAS enquiries by responding to calls and written enquiries, from victims and service providers.
• Provide up-to-date advice on victim financial entitlements and other supports available to victims of crime.
• Convey financial assistance information clearly and accurately, responding to victims, service providers, and team members in a professional, sensitive, victim-focused, and culturally safe manner.

To learn more about this role before applying, please read the attached position description.

To be successful in this role, you will have:

• Experience working in a call centre environment.
• Understanding of victimisation, with an understanding of the nature and dynamics of family violence and sexual assault highly desirable.
• Experience using Salesforce Service Cloud, or other similar case management systems