Contact Centre Officer Jobs Melbourne: Support Victims of Crime

What the Role Truly Involves

As a Contact Centre Officer, your primary responsibility is to be the first point of contact for people seeking assistance through the Financial Assistance Scheme. This involves more than just answering questions; it requires providing authoritative advice about financial entitlements and referral pathways, all while maintaining a confidential and sensitive approach. You will be the voice of a scheme that represents a major step forward in how the government provides victim support services. Your work ensures the process is fair, trauma-informed, and culturally safe.

A Closer Look at the Work Environment

The Department of Justice and Community Safety has established the Financial Assistance Scheme to be simple and easy to navigate for those it serves. Your role is central to fulfilling that commitment. By joining the Victorian Public Service, you become part of an organisation dedicated to building a safer and stronger Victoria. These Contact Centre Officer jobs in Melbourne are integral to that mission, offering a chance to apply your skills in a setting where they have a profound impact.

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What Makes a Strong Candidate?

Success in this role will come from a combination of professional experience and personal character. While a formal qualification in a field like social work or criminology is beneficial, it is your ability to connect with people with empathy and respect that will set you apart.

The ideal candidate will have:

• A background in trauma-informed practice: Previous experience in victim support services or a similar field where you’ve worked with people affected by trauma is highly desirable.

• Exceptional communication skills: You must be able to listen deeply and convey complex information in a clear and sensitive manner.

• A commitment to cultural safety: A genuine dedication to fostering a culturally safe environment and improving outcomes for Aboriginal people is essential.

• Technical aptitude: Experience with case management systems like Salesforce or Genesys would be helpful.

• Personal resilience: The strength to handle challenging conversations with compassion and professionalism.

How to Apply for This Role

The application process for this position within the Victorian Public Service is straightforward. For those wondering how to apply for government jobs in Victoria, this is an excellent opportunity to familiarise yourself with the process.

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1. Prepare Your Application: You will need a current resume and a thoughtful covering letter.

2. Submit Online: Applications are managed through the SEEK advertisement. Click the “Apply” button to begin.

3. Upload Your Documents: You can upload your resume and cover letter in .doc, .docx, .pdf, .txt, or .rtf formats.

All successful candidates will undergo standard pre-employment checks, including a national police check.

A Few Words of Advice for Your Application

• Your Cover Letter Matters: This is your chance to show your genuine interest. Go beyond just listing your skills and explain why you are drawn to this specific work. Connect your personal values to the mission of the Department of Justice and Community Safety.

• Focus on Relevant Experience: Emphasise any roles where you’ve had to use empathy, manage difficult conversations, or provide support to vulnerable people.

• Show You Understand the Context: Demonstrate that you have considered what it means to work in a trauma-informed way and why that is critical for these Contact Centre Officer jobs in Melbourne.

This is a chance to do work that truly matters. If you feel a connection to this mission, we encourage you to submit your application.