Customer Support Officer

Customer Support Officer

The VCAA is a statutory body responsible to the Victorian Minister for Education, serving both government and non-government schools. We provide high quality curriculum, assessment and reporting for all Victorian students birth to 18 years.

An exciting opportunity exists to join the Assessment and Reporting Division in the Student Records and Results Unit for an ongoing full-time position.

• Salary: $79,122 - $96,073 (Plus Superannuation of 11.5%)
• Ongoing
• Usual hours of work: Full time (flexible work conditions may be available)
• Usual work location: East Melbourne

Role pupose

This role will support the effective work of the Victorian Student Register (VSR) team. Responsibilities include but are not limited to:

• Following agreed processes to disclose the Victorian Student Number (VSN) and related information to authorised users and other persons/organisations in accordance with legislation.
• Following agreed processes to maintain the accuracy, integrity, and completeness of the VSR data, escalating issues, and complex or high-risk enquiries to senior team members as appropriate.
• Maintaining effective working relationships with stakeholders, including education providers and authorised users.
• Providing statistics and insights for reporting on VSN operations.
• Participating in and supporting relevant VSR Team, VCAA, and Department projects.
• Contributing to continuous improvement by reviewing existing work practices and processes, maintaining documentation, and suggesting areas for improvement.

About the unit

The Victorian Student Register (VSR) is a database that generates and maintains the Victorian Student Number (VSN) for all students in Victoria under the age of 25.

The VSR team are responsible for maintaining the VSR, and sharing VSN and related information to those authorised to receive it in accordance with legislation and policy.

The VSN allows education and training providers to record and monitor the enrolment of students in Victoria, and to track students' progress through their school age years and beyond, should they continue by enrolling in an accredited or registered senior or foundation secondary course or qualification, VET or an ACFE course. This enables students' records to be accurately maintained, ensures education and training providers have appropriate levels of resourcing, and enables schools and support services to identify instances of disengagement from the school system while children remain of compulsory school age.

The VSN also provides the Department of Education, the Department of Jobs, Skills, Industry and Regions, education and training providers, and other relevant parties with a data set to conduct analysis and research that can inform operational and policy decisions to improve education and training at an individual provider level and for the whole system.

The VSR team sits within the Student Records and Results Unit, in the Assessment and Reporting Division within VCAA.

About you

• You are driven, enthusiastic and set high standards in your work performance.

• You are a collaborative team player with a “can do” attitude.

• You have a willingness to learn and ability to adapt to changing priorities.

• You have solid spoken and written communication skills in writing emails, letters and reports.

• You are a strong problem solver; you identify and provide workable solutions.

• Your passion for teamwork, people and project discipline will ensure you demonstrate the VPS values and leadwith integrity, while supporting a safe and inclusive workplace.

Experience and qualifications

Desirable: Experience in Information Management

How to apply

Applicants are encouraged to include a Curriculum Vitae and a Cover letter addressing the key selection criteria provided in the position description.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

For further information pertaining to the role, please contact Becky Alcorn – VSR Manager via (03) 9059 5199 or [email protected]

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on 20/06/2025.

Applications close Friday 20 June 2025 at 11.59PM