Contact Centre Liaison Advisor

Full Time, Fixed term role until 30th June 2026.

Salary: VPS 4 $97,955 - $111,142 pa + 12% super

Location: Split between 664 Collins St, Docklands & 456 Spencer St, West Melbourne- Hybrid work arrangement (3 days in office)

About the Organisation

EPA works to prevent and reduce the harmful effect of pollution and waste on Victoria’s environment and people. We work with community, industry and businesses. As the needs of Victorians change, we must be equipped to adapt and respond to a range of factors. 

We are a workplace committed to new ways of working; EPA celebrates diversity of people and lifestyles. We offer a wide range of practical options to support both your work and personal life. 

The EPA Experience 

• See the impact in the communities we live in: at EPA you see your work first-hand 
• Range of internal working groups, networks and volunteering opportunities 
• On-the-job training for a wide range of environmental roles 
• Flexible start and finish times, as well as compressed work week options  

About the role: 

As a key contributor to EPA’s Customer Contact Centre, you’ll help define, coordinate, and proactively manage service delivery to ensure our provider meets performance expectations and drives continuous improvement.

In this role you will:  

• Lead the implementation and ongoing evaluation of EPA’s Customer Contact Centre to ensure consistent, high-quality, and timely customer interactions.
• Champion a positive team culture by fostering collaboration and continuous improvement.

• Equip the Contact Centre with the tools, guidance, and training needed to deliver exceptional service.
• Support EPA’s response to environmental and public health emergencies.
• Represent EPA professionally in engagement activities while fostering strong internal relationships to promote customer service values.

Skills and experience: 

• Proven leadership experience in managing Contact Centres or Customer Service operations, ideally within government or large-scale environments.
• Strong understanding of KPI frameworks and performance metrics to monitor and improve service delivery.
• Demonstrated expertise in quality assurance, operational management, and training development.
• Excellent communication and interpersonal skills, with the ability to build enduring relationships across diverse teams.
• A commitment to professionalism, accountability, and continuous improvement.

To see the full position description: Click Here 

How to apply 

Click the ”Apply” button to submit your application. Applications close on 23rd November 2025. 

Applicants Should Submit: 

• Cover letter; addressing your experience, the key selection criteria, motivations, and suitability to the role. 
• Resume; including contact details of two referees. 

For any enquiries relating to this role, please reach out to careers@epa.vic.gov.au 

Need to know more? 

All prospective employees will also undergo a National Criminal Record Check prior to an offer of employment. You must be an Australian Citizen or Permanent Resident or hold a valid work permit or visa. Preferred candidates will be subject to pre-employment checks including, but not limited to, police checks, reference checks and role related security clearances. 

EPA Victoria recognises the value of the diversity, strength, and knowledge of Aboriginal and Torres Strait Islander people as we work with Traditional Owners to care for our environment. We provide a culturally safe and embracing work environment. 

We are an equal opportunity employer with a commitment to merit, equity, diversity, and inclusion in the workplace. We believe our workforce should represent the diversity of the lands upon which we reside; and we actively embrace staff of different abilities, orientations, backgrounds, faiths, and genders. 

** Please note: EPA will be temporarily closed for the Holiday Season from 29 December 2025 to 31st December 2025 (inclusive). Employees will be required to use their annual leave balances during this period, and the People & Culture team will automate the leave application for all employees. Please discuss leave options with your manager upon commencement and consider that in absence of accrued leave, you may need to take leave without pay. **