Organisation : Court Services Victoria
Location : Melbourne
Work type : Full-time
Profession : Administration & Office Support, Advocacy, Legal
Sector : Community Support Services, Government, Homelessness & Affordable Housing
Salary type : Annual Package
Salary : $79,122 - $96,073
Application closing date : 27 Nov, 2025
About the organisation
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
About the Role
The role will be part of Rental Dispute Resolution Victoria (RDRV); a new and free VCAT service that will assist renters and rental providers to resolve disputes regarding rent increases, repairs, and bond and/or compensation matters. Intake Officers will be responsible for helping parties resolve their dispute by answering initial telephony enquiries about RDRV and guiding them through RDRV processes and procedures in relation to rental disputes.
In addition, Intake Officers provide parties with information allowing them to make an informed decision on which dispute resolution pathway to take, or they may provide parties with information to assist them with achieving an outcome without coming to RDRV for example, warm transfers to external agencies such as Tenants Victoria or VLA.
Duties
- Help users achieve outcomes by providing expert advice on RDRV processes, alternative external dispute resolution options, and set expectations on steps and timeframes.
- Provide high level customer service, engaging with users via phone and digital channels.
- Use expertise and critical thinking to assess and determine appropriate information provision to callers.
- Maintain up to date and accurate records utilising internal systems effectively to record interactions with users in a professional manner.
- Contribute to continuous improvement, led by the Team Manager, by sharing learnings and insights.
About You
The ideal candidate will have demonstrated ability to understand and communicate complex procedures and/or legislation within a service delivery environment.
You will also have:
- Critical thinking and problem-solving skills to resolve issues through deep understanding of existing guidelines.
- A customer focus approach to monitoring customer satisfaction and gain critical insights.
- Ability to be flexible and adaptable to changed priorities.
- Impactful communication skills to prepare and deliver logical sequential and succinct presentations.
- Experience seeking opportunities for continuous improvement and ways to innovate.
Why You'll love working here
Employee discount
Professional development assistance
How to apply
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 community 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.
Please quote in application: Intake Officer via Pro Bono Australia.
Sector: #Community_Support_Services, #Government, #Homelessness_and_Affordable_Housing
