Customer Service Officer Licence Testing Officer

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing August 2022 we started on a new chapter when the Victorian State Government partnered with Aware Super Australian Retirement Trust and Macquarie Asset Management to operate registration and licensing services on its behalf.

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

Salary: $plus super
Tenure:Full-time/ max term (24-months)
Location: Melbourne CBD

About the role:

Numbering over 800 staff our Registration and Licensing (R&L) division significantly contributes to ensuring Victorians are safe on our roads by providing professional customer services policy advice and specialist services to our customers. Working as part of our Central West Region you will be predominately based out of Melbourne CSC.

About the job:

• Deliver registration and licensing services around the needs of our customers in a dynamic environmentover the counter facetoface by telephone and in writingensuring professional timely and courteous service.

• Investigate and resolve customer enquiries in line with established policies procedures and guidelines.

• Effectively resolve customer complaints and escalate matters to supervisors where required.

• Exercise judgement to suggest improvements to customer service processes tools and change initiatives.

• Work collaboratively as an effective team member to achieve individual and team performance targets.

• Provide guidance and support to less experienced staff when required.

What we are looking for:

We are seeking people who not only deliver exceptional customer service but also demonstrate the following:

Customer Focus & Communication

• Deliver customercentred service in every interaction and communicate clearly and professionally.

• Resolve enquiries with accuracy courtesy and a positive attitude.

Teamwork & Culture

• Work collaboratively support colleagues and contribute to a positive valuesdriven workplace culture.

Product & Process Knowledge

• Maintain current knowledge of VicRoads registration licensing and service processes.

• Follow policies procedures and work instructions consistently.

Digital & Systems Proficiency

• Use digital tools internal systems and technology confidently to complete tasks efficiently and accurately.

• Manage personal and sensitive information responsibly ensuring privacy confidentiality and security.

Service Delivery & Operational Skills

• Conduct licence testing in line with relevant policies and procedures.

• Accurately manage financial transactions operate pointofsale systems and follow cashhandling security requirements.

Additional attributes we value:

• Exceptional customer service skills and a positive cando attitude

• Strong attention to detail

• Adaptability flexibility and agility in changing environments

• A teamfocused approach

• Intermediate computer literacy

• A full valid drivers licence

• Ability to undertake reasonable travel.

Our Culture:

Innovation powers progress but it doesnt come without support. To attract retain and develop talented people we reward initiative and ingenuity foster collaboration and offer dynamic career development. At VicRoads we embrace diversity and inclusion and were proud our workforce reflects the community we work for.

What we offer:

• Competitive salary and benefits including opportunities to earn a bonus

• Salary packaging Fitness Passport & discounts to hundreds of retailers

• Opportunities for professional and personal development

• Flexible working arrangements and family-friendly practices including 16 weeks paid parental leave.

How to Apply:

We encourage applications from people of all genders backgrounds and communities.

If you need any adjustments to our recruitment process or the role itself please let us know when applying.

Please submit your application via the Apply button.

Applications should include a resume and a brief covering letter

Applications close 11.59pm on Wednesday 25 February 2026.

For a copy of the Position Description please email

Unfortunately applications cannot be accepted via this email.

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VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles predominantly located in Melbourne or Victoria.