Organisation: Vic Roads
Job Title: Senior Customer Service Officer
Word Limit: 4 Pages
Holding Graduated Licensing System (GLS) Criteria approval, I have performed over the last ten years practical driving tests for VicRoads. Illustrating my understanding of policies, procedures and guidelines, I have assessed the capabilities of a diverse client base in obtaining their Victorian Drivers Licence. Best demonstrating my ability to deliver in often challenging environments, I have successfully performed testing with non-English speaking background clients with no available interpreter. Within my position currently at VicRoads, I have conducted pre-drive assessments of clients aspiring to obtain valid licencing. Through these pre-drives, I ascertain the clients’ level of understanding with car feature such as indicators. It is from these pre-testing tools that I gather the knowledge of best practice to commence driving assessments. On regular occasions, a scheduled interpreter will cancel without notice that then requires my ability to think quickly and deliver on client expectations in a challenging environment. Achieving success, I adapt my communication to my audience and utilise hand signalling to communicate key directions. Through acknowledging the barriers and identifying solutions, I have contributed a high standard within my role at VicRoads in adherence to compliance measures and GLS criteria.
Achieving results, I have been a Licence Tester with VicRoads for the last ten years working as a tester at Burwood, Mooroolbark, Oakleigh and Heatherton. With demonstrated excellent understanding of the licence testing criteria and how it should be conducted in a professional manner, along with extended knowledge of procedures and policies set out by VicRoads. On a particular occasion at Burwood VicRoads, I was rostered as a Licence Tester; the applicant that attended my appointment spoke limited English. This created a language barrier, which developed difficulties undertaking the test. Despite this, the applicant wanted to go ahead regardless of the language barrier and therefor used alternative methods of communication to undertake the drive test. This lead to the applicant being successful after the fifth attempt.
Conducting vehicle inspections within my position at VicRoads, I adhere to all correct procedures, policies, work instructions and guidelines though quality assessments. During the routine inspections of vehicles, I not only assess the vehicle but additionally the Vehicle Assessment Signatory Scheme (VASS) system. Illustrating my competence in this process, I identify through these procedures critical areas such as vehicle modifications. Documenting these modifications that are often aimed at improving performance or appearance, I acknowledge the adverse effect they may have on the vehicle’s safety or emissions performance. Complying with Government regulations, I approach the assessments with the understanding that all vehicle modifications must be carried out in accordance with guidelines issued by VicRoads and have VicRoads’ specific approval. Additionally, I hold the knowledge that this applies to a vehicle that is already registered or when an application for registration is being made. While working in the registration department at Heatherton VicRoads, my job is to inspect and identify vehicles, engines and assess road worthy certificates. I am required to sight and collaborate all relevant documentation making sure to then confirm all validity. This can be evident by my ability to identify a mismatch of a compliance plate and vehicle identity number. Through this investigation, I was able to trace the second identification stamp, which matched the roadworthy certificate and compliance plate.
Demonstrating my understanding that a vehicle modification beyond the guidelines in VSI8, require a VASS Approval Certificate, I recently identified a vehicle modification of installation of additional adult seats and seat belts. Escalating my concern with the client, I advise of the compliant process that must be adhered to and initiated the process of engineering clearance before a VASS Approval Certificate would be provided.
Performing in my current position, I have exceeded expectations in delivery of registration and licencing services. Often going beyond the call of duty, I proved clients with a cohesive and understandable explanation on reasons for actions taken such as an interstate licence transfer. Recently a client presented to change from a Queensland licence to a Victorian Drivers Licence. Noted on the Queensland licence was a marine authority but as the internal submission from Queensland they advised this was not accurate according to their records. Identifying a certificate presented by the client, I advised my counterpart in Queensland that they held a statement of attainment for a marine licence and could further investigation take place as a priority. Achieving a result for this client, I followed process and subsequently issued a Victorian marine licence on verification from Queensland.
Throughout my career, particularly when achieving results in my current position within VicRoads, I have developed the ability to think logically, understand situations from a strategic perspective and follow through by formulating and implementing effective short-term and long-term decisions. Within my role with VicRoads as Customer Service Officer, I practice informed decision-making, utilising my sound judgement and in full recognition of the implications. Contributing to solutions and progress, I harness information and opportunities when performing my day-to-day duties, working diligently to adhere to existing practices and improve efficiency.
Illustrating my strengths in problem solving and issue resolution, I have shown resilience and professionalism whilst upholding the reputation of VicRoads. Demonstrated through interaction with a client, who was also a small business trading low cost vehicles, I quickly identified the aggressive nature and sought a clear and efficient resolution. The customer was irate due to purchasing a car from a seller that had paid 12 months registration at a reduced cost rate due to holding a health care card. The customer presented to me the print off Personal Property Securities Register (PPSR) report to show valid registration at time of purchase so was disgruntled at the now suspended vehicle status. Working towards an informed resolution, I checked the VicRoads platform and discovered that the health care card used when registration paid was invalid. Advising the business owner, I explained that the system can take several days to recognise and reject invalid use of health care or pensioner cards and this is why the status deferred from his PPSR report. Although the business owner was still angry at the situation and having to pay $441.00 difference to regain vehicle registration, I handled the complaint in a calm and concise manner that the client acknowledged and appreciated.
Proven within my positions of customer service support, I have confirmed my ability to operate in an independent setting whilst adhering to established frameworks and guidelines. Displaying excellent organisation and planning skills, I manage personal workloads within demanding environments with critical, strict and conflicting priorities. Polished in time management and organisation skills, I attribute my career success to date, to my capacity to set work priorities and deadline schedules. Within the multiple responsibilities in the positions, I have assumed there have been constant conflicting service delivery expectations. During my role at VicRoads, I successfully created a system of personally bringing forward set deadlines that allowed the task to be completed ahead of the timeline. Practising this time management and organisation skill, I was able to provide a greater capacity to take on other duties in assisting the team and management delivering on business projects. Working in committed collaboration with the all stakeholders, I embraced the professional growth and mentoring that has been provided within this business setting.
An open and effective communicator, I am driven to provide clear information to my colleagues regarding completing deadlines and time availability. My organised approach in any environment makes me accessible to colleagues and assists me to monitor personal workload deadlines. Performing in my position at VicRoads, I am in constant communication of varying methods with a diverse range of stakeholders. Demonstrated in this position, I was responsible for the effective communication with and on behalf of the company. Possessing an ability to tailor my communication to suit the audience, I was successful in delivering key messages to stakeholders on VicRoads as a representative. Throughout position opportunities, I have proven influential in staff conflict resolution, organisation of external contractors for work and collaboration with other staff departments in a cohesive and inclusive manner.
My current appointment at Heatherton VicRoads gives the opportunity to interact with a variety of customers and situations. Whilst on Counter One (wheelchair access) a customer in a wheelchair approached the counter frustrated over transportation to the Heatherton VicRoads. To help defuse the initial and ongoing frustrations of transportation issues, I gave the customer a list of alternative payment methods that they could use for further transactions. The need for innovation and continuous improvements at VicRoads has stemmed from customer demands and not meeting performance targets. Presenting as an active team member, I volunteered to undertake training to advance my skill set and implement the One Workforce into the Heatherton VicRoads. By undergoing training for the One Workforce, it has allowed me to be an active contributor to improve performance targets and towards a higher customer satisfaction. Communicating with, and advising people from all backgrounds, I have earned a sound reputation for my abilities in representing VicRoads as a Customer Service Officer within various settings. These abilities include confident written communication, technical functionalities and preparation of internal documentation, as well as using influential, negotiation and interpersonal skills.
Demonstrating a commitment to supporting constructive customer service, I manifest this by valuing individual difference and diversity, and recognising learning and understanding styles of individuals and factoring this into the management of communication. During interactions with external and internal customers, I treat everyone with respect and courtesy verifying my ability to building long-lasting professional relationships. Consistently, I receive positive feedback from all stakeholders within my work settings. This feedback based on my positive and proactive approach, my clear understanding of requirements, and the professional manner in which I conduct myself in a customer driven environments. Within my tenure at VicRoads, I am committed in my knowledge of process and best practice and ensured that I encouraged an open and transparent environment by sharing and collaborating with peers and customers to arrive at required outcomes. With a highlighted career in strong customer centred positions, I have proven my ability to deliver on exceptional customer service ensuring the representation of my employer is upheld.
Working in a multi-service team environment, within my current role at VicRoads, I have demonstrated my adherence to procedures, policies, and work instructions in relation to registration. Utilising the National Exchange of Vehicle and Driver Information System (NEVDIS) system that provides information nationwide, I am confident in identifying registration barriers such as written off or stolen vehicles and car detail matching. Addressing a recent issue, I highlighted a stolen engine in a car that was being checked for registration. Following company policy and procedures, I called through to Head Office for approval to transfer this matter to the Victorian Police to obtain clearance. Additionally, when processing a roadworthy for registration, Roadworthy certificate with any unregistered car or new owner, I check VIN numbers to ensure accuracy. These quality assessments give feedback on my ability to fulfil requirements in vehicle inspections, roadworthy requirements and vehicle identifiers.
Within my workplace, I use a very professional and considerate approach to our customers on a daily basis. Over the last ten years I have delivered best practice customer service by ensuring I listen and hear what the customer requires, endeavouring to provide suitable advice, information or direction. With my substantial knowledge of VicRoads I am able to show my competencies at addressing customers individual needs efficiently. This requires a degree of proficiency in registration and licencing policies, procedures, and I attribute my success in being attentive is essential to dealing with all customers. These key skill sets enables me to find resolutions from situations that arise. As demonstrated within my career, I have been effective in displaying verified skills in all situations, aiming to identify and implement possible improvements and striving to continuously grow my knowledge base. Both my past and current employment roles have all relied on my ability to deliver required outcomes within tight timeframes under changing priorities, by drawing on my extensive knowledge and grasp of concepts and applying these to practical situations. Passionate in improving efficiency, I was instrumental in the collaborative team success of downsizing multiple driving lists into a single list.
Whilst working with the registration department at Heatherton VicRoads, I was attending a registration appointment with a client. An appointment had been incorrectly scheduled for a vehicle light appointment, however it should have been scheduled as a high risk appointment. Due to the circumstance that I have restricted access to the system, I was unable to fulfil the appointment booked requiring me to find an authorised staff member to switch appointments enabling the client to have his vehicle registered. During my tenure at VicRoads, I endeavour to find ways to contribute to the effectiveness of my current team. This can be demonstrated through my willingness to be available to fill employment gaps due to the result of illness or absenteeism and help promote flexibility to ensure we work effectively as a team.
Adept at communicating to multi-tiered internal and external stakeholders via verbal and written approaches, I consistently build quality relationships to cultivate collaborative work practices and meet organisational objectives. At VicRoads, I have acted as the first point of contact for clients, both via telephone and face-to-face. In these roles, it has been imperative to correctly identify and therefore address customer queries, concerns and complaints, and I have often been required to go beyond the usual functions of my role to provide adequate assistance and resolve major issues.
With a natural ability to establish rapport with a diverse range of clients, I have provided a service that is both personalised and respectful. Different contexts sometimes require different approaches and I adapt my strong communication skills to suit the occasion and achieve the desired outcomes. Extensive active listening skills are often required to ascertain a client’s needs so a greater understanding of their situation can be reached. It is through my commitment to active and passive communication that I have cemented cultivating and rewarding relationships in all my interactions and promoted a profile that exemplifies fair treatment and inclusive environments. In addition, I am a target-driven professional with capabilities to increase a company’s productivity, as well as coordination to ensure efficiency of a wide range of operational objectives. Possessing substantial and successful experience in a variety of sectors, I am confident to work within any changing environment and thrive in challenging situations where my performance directly influences the bottom line.
