Branch Technical Officer

Overview

Work Type: Fixed-term - Full-time

Salary: $100,894 - $114,476

Grade: VPS 4

Occupation: Customer service

Location: Grampians - Ballarat

Reference: VG/SRO/BTOCSB/0626

At least one (1) fixed term (up to 12 months) Branch Technical Officer Grade 4 position is being offered in the Customer Services Branch, Business Revenue and Customer Services Division, Ballarat.

Branch Technical Officer

• At least one (1) fixed term role (up to 12 months) in the Customer Services Branch, Business Revenue and Customer Services Division
• Salary $100,894 plus 12% superannuation – VPS Grade 4
• Based in Ballarat, with hybrid working arrangements

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 Careers | State Revenue Office, or via our LinkedIn page.

The opportunity

The Customer Services Branch at the State Revenue Office is a modern contact centre environment, and the Branch Technical Officers provide contact centre and knowledge support to the Customer Service Officers. This will include taking escalations, managing quality, designing and delivering training, and providing up-to-date specialist taxation advice.

Reporting to a Team Leader, you will be responsible for:

• Resolving, and assisting others with complex and tax technical matters, including escalations across multiple revenue lines
• Communicating directly with customers in relation to complex queries via phone and email
• Performing phone call, chat and email quality assurance
• Delivery of coaching to improve agent performance across quality, customer service and technical capability outcomes
• Design and delivery of training for multiple revenue lines

Who we are looking for

To be successful in this role, you will be someone that is:

• Passionate about coaching and supporting others to be their best and fostering an environment of continuous learning and improvement
• An effective communicator and able to communicate clearly both verbally and in writing
• Experienced in managing complex or technical enquiries and providing specialist advice to internal and external customers
• Curious by nature and motivated to look for ways to make things better, faster and easier for customers, agents and the SRO
• Confident and resilient who thrives on overcoming challenges and obstacles

How to apply

Submit an application via the ‘Apply now' button by 11.59pm on Sunday 21 June 2026.

You will need to:

• upload a cover letter outlining your skills and experience,
• and a resume.

More information

You can find out more about this role via the position description. You can also contact Jonathon Everard, Branch Manager, on 9628 0279.

If you require any adjustments to assist you throughout the recruitment process, or you need a copy of this advertisement in an accessible format, email ***email_hidden***.

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.

This role may be subject to a probation period.

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#S-DNI

Applications close Sunday 21 June 2026 at 11.59pm

Posted

5 June 2026