Victorian Government

<h2>Overview</h2>
Work Type: Ongoing - Full-time
Salary: $81,496 - $98,955
Grade: VPS 3
Occupation: Governance and risk management
Location: Grampians - Ballarat
Reference: VG/SRO/100350/21102026
At least two (2) ongoing Senior Customer Service Officer Grade 3 roles in the Business Revenue Branch, Business Revenue and Customer Services Division in Ballarat.
<ul>
<li>At least two (2) ongoing roles in the Business Revenue Branch, Business Revenue and Customer Services Division in Ballarat</li>
<li>Salary $81,496 plus 12% superannuation – VPS Grade 3</li>
<li>Based in Ballarat, with hybrid working arrangements</li>
</ul>
What we offer
The State Revenue Office is the Victorian Government's revenue management agency, administering a range of taxes, duties, levies, grants and subsidies.
We aim to develop our people to achieve great outcomes for the Victorian community. We offer flexible working arrangements and a workplace culture that is rewarding and productive, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. We are an equal opportunity employer that is committed to providing an inclusive, accessible and safe working environment.
Find out more about working at the SRO at sro.vic.gov.au/careers, or via our LinkedIn page.
The opportunity
As a Senior Customer Service Officer, you will undertake a variety of tasks that support the administration of return-based revenue lines within legislative framework, while contributing to the delivery of exceptional customer service.
We take pride in our culture of multiskilled staff and operate in an agile, inclusive and supportive environment. If you are looking to consolidate your customer service expertise, work as part of a high-performing team, and explore new learning opportunities, we encourage you to apply.
Reporting to a team leader, you will be responsible for:
<ul>
<li>Performing a range of administrative tasks that support revenue collection activities.</li>
<li>Communicating directly with customers via phone, email and written correspondence.</li>
<li>Providing timely advice in relation to complex customer enquiries across multiple revenue lines.</li>
<li>Accurately recording detailed customer information by updating and maintaining customer databases.</li>
<li>Achieving agreed performance targets and supporting business objectives.</li>
</ul>
Who we are looking for
To be successful in this role, you will have:
<ul>
<li>Excellent written and verbal communication skills and a strong work ethic.</li>
<li>Experience resolving complex customer enquiries and applying policies and procedures when making decisions.</li>
<li>Self-motivation, confidence and a commitment to delivering high standards and excellence in customer service.</li>
<li>A positive attitude and strong attention to detail.</li>
<li>Experience working cooperatively in a team environment.</li>
</ul>
How to apply
Submit an application via the ‘Apply now' button by 11.59pm on Thursday 5 November 2026. 
You will need to upload a cover letter that specifically addresses key selection criteria numbers 3, 4, and 6 in the position description. This means your cover letter should clearly demonstrate how your skills, experience, and achievements align with each of these criteria, using specific examples where possible.
You will also need to upload a current resume.
More information
You can find out more about this role via the position description. You can also contact Yulianna Hocking, Branch Manager, Business Revenue Branch, on 0434 956 471.
If you require any adjustments to as sist you throughout the recruitment process, or you need a copy of this advertisement and attachments in an accessible format, such as large print, please email <a href="mailto:HRServices@sro.vic.gov.au" rel="nofollow noopener" target="_blank">HRServices@sro.vic.gov.au</a>.
Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, qualifications, work history, work visa, and police record history. These roles may be subject to a probation review.
Apply now
Applications close Thursday 5 November 2026 at 11.59pm
Posted
21 October 2026

Senior Customer Service Officer

Senior Customer Service Officer

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