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Advisor - 12 month fixed term
  • Specialist Customer Centric Role based in Geelong
  • $89,451 per annum + Superannuation
  • Full Time, Fixed Term 12 Month Opportunity

About the role

At WorkSafe our passion for the wellbeing of Victorian workers brings us together. Our people come from a wide range of professions and with no two days ever being the same, diverse thinking comes naturally to us.  As we build the WorkSafe of the future we’re committed to delivering industry best practice to our people, our customers and the community.

Worksafe’s Advisory Service provides phone and email based support and guidance on a range of health and safety and injury compensation matters along with other general information. The Victorian Community are supported by this service from 7:30am – 6:30pm from Monday to Friday.


The purpose of this position is to provide the highest standard of customer experience by utilising your strong rapport building capabilities and specialist knowledge across multiple disciplines under WorkSafe Victoria’s remit. As an Advisor in our Advisory Services contact centre, you will provide accurate, consistent and timely information and advice to the Victorian Community, including businesses, employers, employees and injured workers on health and safety and injury compensation related issues via phone and email.

The opening hours for the Advisory Service are designed to be flexible to meet the needs of the Victorian Community. The current hours of work are between 7:15AM and 6:30PM with a rotational roster across a range of different shifts to support these operating times.

Key Accountabilities:

  • Provide exceptional service to the Victorian Community via phone and email
  • Openness to engage in discussions with Leadership regarding performance and productivity metrics to further enhance the service offered to the community
  • Simplify intricate information to advise and educate customers on the application and interpretation of legislation, policy and procedures.
  • Navigate complex situations and seek to resolve customer queries, concerns and issues on the first contact
  • Willingness and ability to learn new information, working confidently and comfortably in an ever changing environment
  • Provide feedback and insight as required on Advisory Services projects aimed to improve the efficiency and effectiveness of the customer experience with WorkSafe Victoria

Please ensure you take a look at the Position Description provided for additional information on accountabilities for this role.

Skills and Experience:

  • Ability to demonstrate empathy and genuine care for the customer through your communication style and approach
  • Demonstrated customer service experience in an environment focussed on the needs of the customer
  • Proven experience operating in a target based environment with exposure to productivity metrics
  • Demonstrated ability and passion to learn to new skills and build capability
  • Strong analytical and problem solving skills with a high degree of judgement, discretion and decision making ability
  • Highly developed interpersonal, team building and communication skills, including the ability to write clearly and succinctly
  • Demonstrated ability to use Microsoft technology and the ability to utilise multiple systems and platforms
  • Demonstrated ability to adapt to change and embed new ways of working
  • Knowledge of the Accident Compensation Act, Workplace Injury Insurance System, Claims management model or Occupational Health & Safety Act is desirable


Working with Us

We pride ourselves on being a great place to work and offer flexibility to facilitate work/life balance. People who are seeking part-time or job share arrangements are encouraged to apply.

Application Process

Please submit a copy of your resume and provide answers to the mandatory questions (no more than 1 page in total) listed below in a cover letter to complete your application:

  1. Describe a time when you had to simplify a piece of information in order to educate a customer. What strategies did you use to simply the information?
  2. Tell us about a time when you had to adapt your communication style and approach to demonstrate empathy. What were the strategies you used?  

Applications close 11pm, Tuesday 22nd June 2021. Click the link to apply, and join us in making a difference to Victorian lives.

Only people with the right to work in Australia may apply for this position. You may be required to undergo a National Police Check (and/or Medical Assessment) as part of the recruitment process.

Candidate screening may take place prior to the advertisement closing, so get your application in.

Successful applicants may be required to participate in online testing and virtual interviews.

For further enquiries please contact Katherine Bray on 03 4243 8895 or email

About Us

WorkSafe Victoria plays a critical role in the lives of Victorian employers and workers - as the state’s health and safety regulator and as the manager of Victoria’s workers compensation scheme. In both capacities, employers and workers are at the heart of our service.

Our aim is to keep all workplaces healthy and safe, and to deliver high quality care and treatment when workers are injured.

Our future

Like wearing a seatbelt or putting on sunscreen, “prevention-led” thinking will become automatic every time Victorians step into the workplace.

WorkSafe are striving to build a diverse workforce that reflects the Victorian community we serve.




Job Ref: KB000166
Submitted: 08-06-2021
Contact: Katherine Bray
Contact Phone: 4243 8895

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