Location: Head Office, Box Hill VIC Type: Full-time ongoing Salary: Enquire within Report to: Team Leaders – Licensing & Customer Service
About Mob Jobs Mob Jobs is a 100% owned and operated First Nations business that provides specialised culturally safe employment pathways for First Nations people. We also offer a range of tailored corporate development services and training designed to improve organisations cultural capabilities and establish them as an employer of choice for First Nations jobseekers.
About the Organisation This organisation is a national industry body responsible for administering a government-regulated licensing and compliance scheme within the refrigeration and air conditioning sector. It supports safe, compliant and environmentally responsible industry practices while delivering high-quality services to a large national customer base including individuals, businesses and stakeholders.
Position Summary The Licensing & Customer Service Officer provides high-quality front-line customer service and administrative support across licensing and compliance functions. This role is responsible for processing applications, responding to customer enquiries and supporting regulatory requirements. The position plays a key role in achieving service standards and maintaining accurate records within established systems. Customer contact is primarily via phone, email and online enquiries, with occasional in-person interactions.
Responsibilities Customer service & Enquiries
Provide professional and timely responses to customer enquiries via phone, email, online channels and in person
Deliver consistent, high-quality service aligned with organisational standards
Maintain up-to-date knowledge of licensing requirements and processes
Accurately record all customer interactions in relevant systems
Licensing Administration
Process licence and authorisation applications and renewals
Receive and process payments and associated documentation
Assess applications in line with guidelines and procedures
Request additional information where required and follow up with applicants
Issue approved licence cards and business certificates within required timeframes
Maintain accurate and up-to-date records in internal databases
Operational Support
Undertake mail and correspondence activities, including returned mail follow-up
Conduct outbound calls as required
Support team members to meet service delivery targets and team goals
Participate in process improvements and continuous improvement initiatives
Contribute to projects and broader team activities
General Duties
Perform other duties in line with the role’s scope, skills and experience
Assist with coverage across service hours where required
Key Selection Criteria
Year 12 or equivalent (desirable)
Experience in a customer-facing administrative or office-based role
Experience using databases or CRM systems for data entry and record keeping
Exposure to regulatory, compliance or government environments (highly regarded)
About You
Strong customer focus with a professional and responsive approach
Ability to handle enquiries effectively within service standards
Clear and confident verbal communication skills
Strong written communication skills with attention to detail
High level of accuracy in data entry and documentation
Ability to review and check own work for errors
Ability to manage and resolve customer concerns, including difficult interactions
Applies sound judgement within policies and procedures
Ability to prioritise tasks and meet deadlines in a fast-paced environment
Works efficiently both independently and within a team
Intermediate Microsoft Office 365 skills (Outlook, Word, Excel)
Strong data entry capability with focus on accuracy and speed
Performance Expectations
Deliver a high standard of customer service that supports organisational reputation
Achieve accuracy in processing and information delivery
Meet service benchmarks and turnaround timeframes
Maintain positive working relationships with stakeholders
Achieve individual and team performance targets
If you would like to know more about this role, please contact us at: [email protected] or 1300DEADLY (332 359)