Business Analyst (Current Employee) – Gippsland VIC – 18 January 2019
Current Management excellent. Workplace culture - stable, friendly, although opportunities for employment rarely available. Worst part: Being on a Contract Most enjoyable part: Being given the opportunity to utilise my skills and learn new skills.
Customer Service Officer (Former Employee) – Carlton VIC – 16 June 2018
Working in customer service at VicRoads, Carlton has to be the worst job I have ever had, I developed serious mental health issues during my time there and as a newly arrived Permanent Resident to Australia, it actually made me believe I had made a huge mistake in wanting to come here. On the plus side, I did get to experience the miracle of time travel - not only with the computer systems which run on something called MS-DOS but also through experiencing daily casual racism. On my first day, I was completely shocked and upset when a colleague made (her idea of) a joke to me about the way Indian customers smelled. I was later to learn that this was a typical part of the culture at VicRoads; I heard a senior staff member blame the Bourke Street attack on "all these people coming here from overseas," another described a customer with a disability as "not all there" and there were regular lunch room discussions about various nationalities based on false and ridiculous stereotypes. There was also constant berating of anyone who held concession card - for some reason the staff seemed to think this was their business when in fact Centrelink is entirely unrelated. To be fairer, the times I visited head office at Kew and the other customer service centre in the city, I did not experience this, the culture was much more modern and appropriate.
Training is a real issue. The group training sessions at Kew were good but the problem is that there are tiny changes to legislation and procedures being made all the time and you have to keep up to date with them through reading an internalmore... training database. The language used can be confusing and the information is organised in such a strange way that it was always hard to find the usually quite specific thing you needed to know. Sometimes new staff knew business rules better than managers as it was fresh in our minds and taught to us properly through face to face training, whereas many managers hadn't been to any further training for years, sometimes decades, since they started working there.
My experience of working at VicRoads confirmed every stereotype of local government - all bureaucracy and no action. In customer service centres, the tools supplied are out of date for staff and customers - a computer system from 1981 and a website that only allowed customers to make online payments in 2016. The culture in the particular office I worked at also took me back to 1981. Many 'senior' staff members are exactly that - out of touch and who only retain their jobs due to decades of loyalty. Regular level staff is made up of permanent staff members and agency workers who enjoy the perceived power they have for 38 hours a week - that typical idea of busy bodies who would love to join the police but wouldn't get in comes to mind.less
Rate of pay is provides a liveable wage
The fake culture, VicRoads laughable motto is "care, share, dare"
Stressful atmosphere and met interesting characters every day
Customer Service Officer (Former Employee) – Bundoora VIC – 21 April 2018
Thrown into the deep end my first day but luckily I learn fast. Some customers could get quite aggressive, and therd really isn’t a barrier between us. Did learn some interesting things so would definitely do it again.
Always work to be done so I was kept busy
Extremely low pay, and some coworkers were a little sexist
VicRoads, my time within VicRoads was centred around managing the contracts across 5 of the major sites. Creating and managing the Tendering Process for soft Services, Catering, Cleaning, Security, Gardening.
Day to day management of contractors Overseeing Facility Issues for any of the soft services
Senior Project Engineer (Former Employee) – Melbourne, Victoria, Australia – 13 February 2017
Good opportunities for movement throughout the organisation across various disciplines of engineering. Very good work life balance with typical government job security which can be seen as a negative due to unproductive staff and blocking progression for more deserving staff
Vic Roads Licence testing Officer (Former Employee) – Burwood East VIC – 18 July 2016
Vic roads taught me and gave me the opportunity of developing the skills and knowledge required to become a highly skilled and confident driving instructor. I have made life long friends both with management and all staff.
This was a good workplace to work at, This was my first real job and I learnt a lot in the 4 years I was employed there. The only reason I left was because I wanted to move forward in my position and have more responsibility that was not on offered to me
Customer Service / Inbound Enquiries (Former Employee) – Ballarat VIC – 15 March 2016
This role is a corporate call center environment. The growth and learning expectations are high as you need to retain and navigate vast amounts of information to achieve a high level of customer service. Management is supportive of growth and learning. You day will revolve around maintaining adherence timed to the second and working towards both team goals and goals for the whole call center. The work environment is friendly and co workers are helpful.
Customer Service Officer (Current Employee) – Wodonga, VIC – 8 January 2016
I enjoyed the interaction between myself and customers. Every customer presented with a different need. This used my problem solving skills daily. I enjoyed helping people with any problems they had and I loved being able to supply them with a better solution. If my customer left happy - so was I.
Trainee Maintenance Engineer (Former Employee) – Burwood East – 23 March 2015
VicRoads has been the best employer i have ever worked for. The staff their is very supportive and environment is so friendly. There is always someone there to help you out. There is strong focus on career development.
Senior Customer Service consultant (Former Employee) – Melton, ENG – 27 April 2014
1. I arrive early, occasionally open the office, open safe, get ready for a busy day ahead. 2. Banking, dealing with difficult customers, All aspects of Driving licences,(testing and relicensing) vehicle registrations, Learners permits and all computer testing, ordering of number plates. First aid officer. 3. & 4 I work well with all staff at a high level or lesser experienced staff (I can train if required) 5. Overseas drivers going for their driver licence test in their own vehicle, who have not had training in Australia, Our life is in their hands, as we only have handbrake to help us. 6. When students have done all their work to pass their licence and we feel confident that they will be safe. When I register a vehicle for someone and they are so appreciative of the process, and leave happy that is most enjoyable.
Irate people that wont listen when trying to assist them
Productive/Customer Service based/Greeting Multi Cultural people/Large volume of staf and customers/ variety of tasks
Customer Service Officer (Former Employee) – Burwood, VIC – 22 April 2014
There is not one typical day at hand as tasks vairy due to the large number of customers or lack of. Communication showing an ability to liaise effectively with internal and external stakeholders and customers with appropriate procedures and policies were at a standard. Triage, counter service, Licence/learner permit testing computerized supervision, answering telephone calls, cashering were part of a day to day change. An ability to work individually and in a team environment was at hand. Learning skills were constant and various computer skills programmed for Vic Roads were implemented. Rotation with work colleagues was enjoyable and very supportive Management was very directed by diplomacy and discretion with personal and sensitive issues. The most rewarding part of my experience during my time within Vic Roads was being a Licence Tester and helping customers receive their licence. Being positive and helpful was rewarding especially under some challenging circumstances. I am articulate with a proven ability to provide the necessary customer service and care required to ensure overall client satisfaction.
Fund raising, casual day once a month with free dress, footy tipping and a social club that was very enjoyable.
Procedures and reviews were changing too frequently to keep up to date.
Huge diversity in services to the Victorian Public
Business Manager (Former Employee) – Melbourne, VIC – 6 April 2014
VicRoads tends to be "engineering centric" from a Management perspective. Management tend not to recognise or reward the importance and significance of the Registration and Licencing Customer Services area. Having said that, I had many opportunities to experience a significant number of areas within the organisation, such as Major Projects, Regions, Customer Services, HR, Finance. Over many years I have managed to develop a huge amount of skills and knowledge and a number of different locations throughout Melbourne. If I had wanted to there was also opportunity to work in the Rural area.
Unfortunately VicRoads underwent a significant restructure in 2013, resulting in a reduction in the number of Business support positions, which impacted significantly on what was previously a fantastic culture in the organisation.
If you like constant change and a dynamic environment, it is (or was) a great place to work.