Work Type: Ongoing - Full-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Other
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 9882
About us
We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single department to deliver the best outcomes for Victorians.
Together with our portfolio agencies, we are responsible for planning, building, operating and +maintaining Victoria’s transport, planning and land services for use by all.
We foster a safe, inclusive and constructive place to work.
The Business Operations and Improvement (BOI) Division is responsible for delivering essential customer-centric services and solutions that add value, help people get their job done and ensures DTP meets it compliance obligations.
About the role
The Client Services Officer plays a vital role in supporting the effective operation of the Transport Regulatory Operations branch. Acting as a key point of contact, you will manage telephone and email enquiries relating to public transport and clearway parking offences, providing accurate, timely and professional advice to the community.
You will be responsible for processing payments and refunds, completing reconciliations, and ensuring records are maintained with precision and integrity. This role requires strong communication skills and the ability to assess client needs in complex or sensitive situations.
Success in this position depends on your capacity to deliver high-quality customer service, exercise sound judgement, and maintain attention to detail while managing competing priorities in a fast-paced environment.
Position accountabilities
Administration Expertise Undertake a range of administrative activities and maintain office systems to support the Client Services team.
Communication manage complex client contacts both verbal and written with accurate legislative understanding.
Customer Service Excellence respond to a broad range of public transport and clearway parking infringement enquiries.
Digital and Technological Literacy Perform a range of tasks through digital tools using Microsoft suite of application of Outlook, Excel, Word, PowerPoint, and SharePoint.
Financial Reconciliation and Management Prepare reconciliations and reporting processes to maximise operational effectiveness
Operational Service Delivery Work collaboratively with teams across the branch to ensure that accurate information and advice is provided
Safe Record Keeping – All records relating to infringements, financial records and other documents are securely and accurately maintained
Key Selection Criteria
We are seeking a capable and collaborative professional who communicates with clarity and impact, delivering logical, well-structured presentations tailored to diverse audiences. You will apply sound critical thinking to interpret guidelines, analyse complex issues and make informed decisions, seeking additional information or advice where required. With a strong customer focus, you understand stakeholder context, proactively manage risks to service delivery and work to achieve positive outcomes. You champion innovation and continuous improvement by identifying practical enhancements, encouraging ideas and leveraging existing systems to drive quality and efficiency. Skilled in stakeholder management, you build constructive relationships, monitor satisfaction and resolve issues effectively. You remain adaptable in changing environments, foster collaboration across teams and maintain a clear focus on delivering meaningful outcomes aligned to organisational priorities.
To access the Position Description, please click here DTP Client Services Officer
Qualifications and experience
Previous experience in a similar role is highly desirable
Cultural Values
We welcome applicants from a diverse range of backgrounds representing the community that we serve, including veterans, parents, carers, First Peoples, people with disability, multicultural, multifaith and LGBTIQA+ individuals.
As an equal opportunity employer, we are committed to fostering a safe, inclusive, and high-performance culture. Through shared actions and behaviours aligned with our strategy and direction, we empower our people to thrive and meaningfully contribute to the department’s goals.
What we offer
Working at the Department of Transport and Planning provides people with the opportunity to contribute to creating thriving places and connected communities for all Victorians.
For further details please refer to Careers at the Department of Transport and Planning.
Pre-employment checks and employment conditions
All new appointments to the department will be subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where there is a requirement for a mandatory qualification. Information provided to the Department of Transport and Planning will be treated in the strictest confidence consistent with the requirements of the Privacy and Data Protection Act 2014.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.
Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.
Non-VPS applicants will be subject to a probation period of six months.
How to apply
Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application.
Applications close at 11.59pm on Thursday, 5 March 2026.
If you encounter any issues, refer to our Quick Reference Guide for step-by-step instructions.
Please include both your resume and a cover letter. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions.
For further information about the role, please contact Jenny McGavisk, Team Leader Client Services, at [email protected]
Important Information:
If you require any adjustments to fully participate in the recruitment process, or need the advert or attachments in an accessible format (e.g., large print), please contact us by phone or email. We're here to support you.