Introduction SERV, or Secure Electronic Registries Victoria (formerly Victorian Land Registry Services), is an innovative data insights and technology company that was granted a 40-year concession to administer registry services for the 160-year-old Victorian Land Titles Office and Registry. We are a vital part of the Victorian economy. We support more than a million property transactions every year, maintain the integrity of one of Australia's largest registries, and provide vital industry insights. Via our privileged access to single source registry data, we develop products, services and solutions that make life easier and personal information more secure for our customers, partners, key stakeholders, and the people of Victoria. We are Secure Electronic Registries Victoria and we're here to SERV. Description SERV is on the lookout for an experienced Customer Services Officer to deliver responsive, customer-centric support for Victoria’s land and property information services through LANDATA®. As the face of LANDATA, you’ll be the first point of contact for our customers across phone, email and online channels resolving enquiries, fulfilling planning certificates, and helping us consistently meet (and exceed) our service standards. Key details Ongoing, full-time position Based at our state-of-the-art Docklands office Hybrid working, with flexibility to work from home on Mondays and Fridays Join a team that puts customers at the centre, fulfils planning certificates, and delivers fast, accurate information across Victoria’s land and property ecosystem About SERV For over 160 years, Victoria’s property transactions have relied on trusted access to secure, accurate information. Today, SERV and LANDATA® deliver this through a unified system -working together to support stronger systems, smarter decisions and lasting public value. Operating one of Australia’s largest land registries and powering Victoria’s online land title and property information service, we protect the integrity of critical data while enabling more than four million certificates and one million property transactions every year. We’re digital-first, customer-centred, and evolving the property information system to meet today’s needs while building foundations for the future. What you’ll do Reporting to the LANDATA Customer Services Team Lead, you’ll be part of a small, agile team dedicated to high-quality customer service and efficient enquiry resolution. Day to day, you will: Provide support to our customers over the phone (inbound) and online, in a high-volume contact call centre environment Contribute to meeting and exceeding SERV’s service level targets Provide accurate, timely information about LANDATA® products and services, maintaining professional standards and call evaluation targets. Maintain clear records of customer interactions and deliver weekly/monthly business performance reports on schedule. Escalate complex or unresolved matters and collaborate across the team, including supporting Property Information Operations during peak demand. Contribute to continuous improvement projects with a core focus on continuing to provide exceptional customer service experience What we’re looking for To thrive in this role, you’ll bring: Proven experience in a high-volume customer service environment (phone and online). Well-developed knowledge of customer service principles, and it’s even better if you have practiced these in property or land information services. Excellent verbal and written communication skills, with the ability to explain information clearly and professionally to a diverse audience. Excellent organisational and time-management skills, with the ability to prioritise tasks effectively to meet deadlines while maintaining high service standards Proficiency with customer management systems, telephony and digital communication platforms, with strong attention to detail in capturing and processing information. A team-first mindset, resilience in a fast-paced setting, and a commitment to service excellence Why work with us? SERV is a provider of trusted property data and technology for Victoria, ensuring smarter systems and lasting public value. We’re guided by our values - Bold, Pioneering, Authentic, Pragmatic & Exceptional - and they underpin everything we do. Our workplace is welcoming, collaborative and impactful, driven by a people-centric culture where purpose matters. In addition, we offer: A hybrid-working environment with the choice to work remotely on Monday and Friday. A modern office at 2MQ (right next to Southern Cross station), with technology that supports connection and collaboration. A high-performing team ensuring our systems are safe, secure and reliable for customers, shareholders and the State of Victoria. A culture of clarity, unity and continuous improvement, plus a strong focus on professional development. Access to our Employee Assistance Program, salary packaging options, flexible public holidays, a great employee discount program Perks@SERV and other benefits. See and hear what it's like to work at SERV here - https://servictoria.com.au/about-serv/careers/
