Customer Service Officer at VicGov People Careers

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

79122.0

Posted On

22 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Teamwork, Attention to Detail, Professionalism, Adaptability, Regulatory Compliance

Industry

Government Administration

Description

'Safe journeys, every time'. This is what we strive for at Safe Transport Victoria (ST Vic). As the safety regulator for commercial passenger vehicles, buses and maritime, what we do impacts the everyday lives of Victorians. Our role is to work with these industries and the communities they serve to ensure a transport system that inspires confidence for users. We are focussed on creating impact by being an intelligence-led regulator, agile to technological disruptions in the market and highly responsive to community expectations and needs. We are also in the business of thinking big. We are reimagining what’s possible in how we regulate, and we welcome those who are interested in reshaping and redefining how we work. Safe Transport Victoria is committed to building a culture of ‘working as one’. This means our people share openly, question respectfully and build together. This also means we invest in our people and provide personal and professional development programs to create a workforce that is empowered, innovative and adaptable. Job Title Customer Service Officer VPS Level VPS Grade 3 Salary $79,122 plus superannuation Work type Permanent About the Role Reporting to the Team Leader, Customer Service Operations, the role is responsible for undertaking a wide range of customer service duties that support all customer, products, services and accreditation processes across all regulated modes. As a member of a large Customer Service team, the Customer Service Officer will deliver prompt, professional and timely advice on phone and email enquiries, as well as utilising internal systems and databases to manage and track customer experience. The Customer Service Officer will contribute proactively and positively to team, division, and improvements for customers, the community, and the industries we serve. The responsibilities of the Customer Service Officer will include, but are not limited to: Provide prompt, clear, professional advice to customer enquiries utilising various touch points such as telephone, email and other systems. Undertake the assessment and review of applications for all modes including CPV, bus and maritime, in line with prescribed procedures to ensure the effective resolution of applications administered by the branch. Demonstrate tact, professionalism and patience when dealing with customers and their sensitive personal information, particularly when assisting customers who may be vulnerable, who have disabilities, or for whom English is not their first language. Achieve individual and team performance targets and KPIs. Regularly review performance metrics and take necessary actions to improve performance and contribute to the overall success of the division. Demonstrated experience working in a high-volume customer service or processing environment, providing clear, professional and timely advice to customers across multiple channels such as phone and email. This includes the ability to manage sensitive information with professionalism, particularly when supporting vulnerable customers. Experience undertaking the assessment, review and processing of applications in accordance with prescribed procedures, regulatory requirements and established service standards. This includes the ability to work within structured workflows, use internal databases effectively, and maintain quality and accuracy while meeting performance targets and KPI’s To access the Position Description, click here About You You are someone who thrives in a fast paced, customer focused environment and brings a strong commitment to delivering exceptional service. You are proactive, adaptable and confident navigating a wide range of enquiries, showing patience, professionalism and sound judgment. You enjoy working as part of a collaborative team and contribute to a positive culture by sharing knowledge, supporting others and engaging openly. You take pride in maintaining accuracy, meeting performance targets and continuously improving how you work. You’re also motivated by the purpose of Safe Transport Victoria and are committed to helping customers and industry partners safely and confidently navigate regulatory processes. Qualifications Previous experience working within a high-volume customer contact or processing environment will be highly advantageous. Further Information For a confidential discussion, please contact Jamie House, Team Leader, Customer Service Operations via email jamie.house@safetransport.vic.gov.au or mobile 0498 579 040. It is an inherent requirement of this position that the employee is ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces. Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check. To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. What we offer you? ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs and supporting ways of working that help employees balance work and life. We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+. A Workplace committed to safety and wellbeing ST Vic is committed to providing a safe and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements. Diversity and Inclusion ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction. Learning and Development We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations. How to Apply Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter of no more than 1 page in length addressing your skills, experience and interest in the position. Applications close at midnight 6 February 2026. This vacancy may be filled prior to the closing date if a sufficient number of applications are received. If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

Responsibilities

The Customer Service Officer is responsible for providing professional advice on customer inquiries and assessing applications for various transport modes. They will also contribute to team performance and improvements for customers and the community.