The Fines Enforcement Registry (FER) is responsible for enforcing unpaid fines and infringements registered by prosecuting authorities, in accordance with the Fines, Penalties and Infringement Notices Enforcement Act 1994 (the Act). The Registrar of the FER is authorised under the Act to take enforcement action to recover outstanding fines and infringements.
The FER is a small business area, approximately 45 positions, with a range of Customer Service Officers and multiple Team Leader positions that are focused on helping the FER’s clientele to eliminate their debt. Located in the Perth CBD, walking distance from public transport, the FER office is convenient to get to.
Customer Service Officer
The FER have a variety of dedicated teams that Customer Service Officer’s operate in; Contact Centre, Client Liaison, Work and Development Permits, Payment Arrangement, Warrants, Case Management and Finance. The FER encourage Customer Service Officer’s to rotate amongst these teams where possible to increase knowledge, capability and gain a complete understanding of the FER’s functions.
The Customer Service Officer’s at the FER provide procedural advice on fines collection and enforcement processes over the phone and in writing.
The Role
Includes but is not limited to:
- Provide a high level of customer service and accuracy over the phone and in writing.
- Negotiate, approve and processes payment arrangements for clientele.
- Ensure applications and permits are processed according to service delivery timeframes.
- Ensure Enforcement Warrants, Order to Attends and Work & Development Orders are issued in accordance with procedures.
- Maintain accurate data entry.
- Undertake accounting duties such as receiving, balancing, preparing banking of public monies daily, and reconcile EFTPOS daily.
- Practice and maintain confidentiality of information accessed via Departmental and third parties’ databases.
- Any other direction as required.
Team Leader
Each team within the FER has a Team Leader that provides direction and support to the team members under their control.
The Role
Includes but is not limited to:
- Supervising the activities of their team and provides effective leadership to ensure delivery of a high level of service.
- Ensuring effective two-way communication between management and staff.
- Providing advice and direction to staff on the more complex fines enforcement processes.
- Planning, scheduling, and controlling daily work activity of the team.
- Monitoring staff performance, staff development and coordinates staff training.
- Deals with escalated client enquiries and complaints as required.
- Pro-actively seeks new ways to continually improve the FER’s customer service and the collection of fines.
- Managing staff leave appropriately.
- Updating and educating team on current policy and procedures.
Demonstrate high standards and practice of ethical conduct and behaviour as required under the Department's frameworks of Code of Conduct and Public Sector Code of Ethics.
