Work Type: Ongoing - Full-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Customer service
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 8062
About Us
The Department of Transport and Planning oversees key planning, transport and land use policy decisions and management across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to; improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.
The Transport Operations Centre (TOC) is a Branch within the Department of Transport and Planning that is a State critical service, responsible for the 24/7 operation of 272,000km of state arterial roads in Victoria, and coordination across all modes of transport. The TOC is a fast paced, dynamic and energetic environment, where your work has immediate impact on millions of journeys in real time, every day.
We’re focused on outcomes that deliver more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.
About the Role
This position provides front line customer service on traffic and transport related enquiries and assists with activities relating to the management of the Victorian road network.
As our ideal candidate, you will have:
To access the Position Description, please click here.
Position Outcomes / Accountabilities
Key Selection Criteria
The Department of Transport and Planning is seeking a motivated and service oriented Customer Response Officer to support our customer engagement and response activities. In this role, you will respond to a range of enquiries and feedback from the public, working across multiple communication channels. Your focus will be delivering timely, accurate and empathetic responses that reflect our values and commitment to quality service.
We are looking for candidates who are customer-focused, with strong interpersonal skills and the ability to tailor communication to suit different audiences. You’ll need a foundational understanding of systems thinking and the ability to see how your role connects to wider departmental goals. Critical thinking and problem-solving are also essential, as you’ll often be required to interpret policy and escalate matters appropriately.
Join us in shaping a transport system that puts people first.
Apply now to make a meaningful difference in how we serve Victoria.
Personal Attributes
On a personal level, the candidate will be a collaborative team player who supports others and shares information openly, while demonstrating strong self-awareness by understanding the impact of their behaviour and seeking feedback to continuously improve.
Qualifications and Experience
Desirable
Role Specific Requirements
What we offer
Culture Value
We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.
How to Apply
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Applications close 11.59pm on Tuesday, 19th of August 2025.
Please include a resume and cover letter. All applications must be submitted through the online portal. We’re unable to consider email or manual applications at this time.
For further information about the role please contact Paola Gonzalez - Manager Transport Operations Centre via [email protected].
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.
Please let us know by phone or email if you need any adjustments to fully participate in the recruitment process. If you require the ad or any attachments in an accessible format (e.g., large print) due to viewing difficulties or other accessibility needs, we are happy to accommodate.