VicRoads
4.0 out of 5 stars.
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VicRoads Careers and Employment

About the company

  • Company size
    1001 to 5,000
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Jobs

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Customer Service

3 jobs

Salaries

Salary estimated from 420 employees, users, and past and present job advertisements on Indeed.

Rating overview

Rating is calculated based on 42 reviews and is evolving.
4.5020174.3320183.7520193.2920202.002021

Reviews

Traffic management /roadworker in Dandenong VIC
on 15 August 2020
Lot off politics
lot off mistake from management they put it back on to the worker's ... high on safety, management don't act on it ...pays a bit low ...just a number you are
Call Centre Operator in Ballarat VIC
on 15 June 2021
Management should be ashamed!
If you enjoy providing good customer service, want the satisfaction of knowing you have actually helped customers appropriately (even though the customer may not always like the outcome), care about attention to detail or want to work in a happy & healthy workplace - run away! If you want to be treated decently and respected for your assets/abilities rather than your bottom-kissing, the VicRoads Call Centre is not the place for you.If instead you are just fine with inadequate training and support, being seriously micromanaged and you just don't care whether the customer is given the correct answer or stuffed around, then apply now! Also, it is a definite bonus if you enjoy kissing up to people to climb the ladder or have decent opportunities within the centre!* The training and support is laughable.* Some staff on the support line (ie who you ring for help with a call) are not knowlegeable and not trusted among the staff, but management does not care.* Some staff have consistently made the same mistakes over and over for years without obvious repurcussions, while others are left to clean up their mess without recognition. * Some (not all) team leaders are bullies, and management know this but do nothing!* The computer programs are literally decades old (last overhaul was early 2000's). Their only new system (myVicRoads) is regularly out of service or experiencing major glitches!* Far too often you find out about business-rule changes from customers because higher-ups have made announcements to the media before their staff!* Most other areas are understaffed so many processes will take 5-10 times longer than would be acceptable in private enterprise, which is frustrating.
Customer Service Officer in Ballarat VIC
on 14 September 2020
Worst job I have ever had
Where do I start? This is a long review but I suggest you read it if you're genuinely considering applying for a job here. I would only recommend this job if you are desperate and only stay for as long as you need. As far as I'm aware if you're lucky enough to work elsewhere in VicRoads it is a much nicer experience, but the call centre is not. It is impossible to get out of unless you're a favourite. I have never had to call the IT Helpdesk at any workplace anywhere near as often as at VicRoads. This is due to having to use many different systems that are poorly integrated and are constantly experiencing issues. The Helpdesk also takes at least 5 minutes, sometimes up to 10 minutes to get through to for most of the day. You are expected to take calls with shortest possible handle time, with a very short amount of time between them, as little as 4 seconds. You're expected to adhere to your rostered breaks and don't dare go more than 5 seconds over your break time. It's akin to being a battery hen as due to this setup you don't really get a chance to interact with your colleagues. Interactions with customers can be quite challenging at times as you'll be mostly telling people you can't do what they are asking of you which results in many confrontations. This is if the customer already isn't firing on all cylinders when you answer the call. This really takes it out of you and has a detrimental effect on your mental and physical health. Management are mostly awful to deal with, belligerent, and they will pick their favourites to advance and pretend that anybody else doesn't exist. If you're not the teacher's pet, you will know about it. Favourites are given the easier work with less customer interaction and are afforded more training/upskilling and progression opportunities. Communication of upcoming changes are also poorly relayed to consultants. There is a preference to hire people through agencies which means if you take a much needed mental health day from time to time, you don't get paid for it. In addition to this, casuals hired through an agency are not paid a penalty above their ongoing peers. The rate is only $1-$2 p/h more than ongoing staff but without leave entitlements and job security. Full time staff also get more break time and other little perks here and there that agency staff are denied. If you have shown a good record and apply for full time you'll also be given nonsensical reasons why they won't give you and ongoing position. This results in poor morale when external staff are being hired and then leaving very shortly after they realise how horrible of a place to work it is.
Direct Customer Service in Dandenong VIC
on 2 June 2020
Amazing people to work with
Amazing work culture. Fantastic management and opportunities to learn and advance. Training was excellent and on site assistance while training was awesome. Face to face customer service was my favorite part of this position. Being apart of such integral body in our community. Road safety, assessing and educating drivers. Road laws and compliance was a rewarding part of the position too.
Payments Officer in Kew VIC
on 26 May 2020
Searches officer
Great work environment and very friendly staff. The work was challenging and the on-site teaching was excellent. More direction during training would be preferred and updated training materials are a must but other than that the work culture was great and felt like home away from home.

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Questions and answers

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Interview insights

Insights from 28 Indeed users who have interviewed with VicRoads within the last 5 years.
Favourable experience
Interview is average
Process takes about two weeks
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