Work Type: Part-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Customer service
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 9432
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.
About the group
Communications and Customer Experience leads best-practice communications and engagement to connect DTP with our people, customers, industry partners and communities. We work collaboratively to enrich our customers’ experience of our services, provide the information people need to get around safely and smoothly, and engage with Victorians about how they live and move, now and into the future.
About the role
*This is a Part-time position*
The Customer Service Officer provides exceptional customer service to Victoria’s public transport users. Located at the PTV Hub Southern Cross Station, the Customer Service Officer supports travellers with ticketing and multi-modal travel enquiries, offering first contact resolution and a value-added experience for all customers.
Ordinary hours of work are scheduled on a fixed fortnightly roster of 50 hours covering weekdays, alternating weekends and Public Holidays.
Key Selection Criteria
This role requires a customer-focused professional who is committed to delivering high-quality services and continuously improving ways of working to better meet client and stakeholder needs. The successful candidate will demonstrate strong interpersonal skills, the ability to work collaboratively within a team, and sound critical thinking to resolve issues through established policies, processes, and informed judgement. They will also show self-awareness, using feedback to reflect on their strengths and development areas, while maintaining quality outcomes under time pressure.
To access the Position Description, please click here.
Position accountabilitiesThe Department of Transport and Planning is seeking motivated and customer-focused individuals to join our Hubs team as Customer Service Officers. This role plays a vital part in delivering high-quality, accessible and responsive services to the Victorian community, acting as a first point of contact for a wide range of public transport customer enquiries.
As a Customer Service Officer, you will provide exceptional frontline service by using a range of systems, knowledge bases and digital tools to accurately resolve customer requests. You will take ownership of enquiries and deliver timely first-contact resolution in line with service standards and performance measures. You will process customer transactions, including sales transactions, data entry, and reporting. You may also perform back office administrative tasks, including answering inbound phone calls and customer email enquiries.
You will be expected to proactively build and maintain your knowledge across all service functions, policies and procedures, enabling you to confidently support customers across multiple channels. A strong commitment to continuous improvement is essential, with the ability to identify opportunities to enhance business processes and contribute to a positive and efficient customer experience.
This opportunity suits individuals who are adaptable, solutions-focused and thrive in a fast-paced service environment. If you are passionate about helping others, delivering quality outcomes and contributing to a collaborative team within a public service setting, we encourage you to apply.
Qualifications and experience
· Previous experience working in face-to-face customer service environment, such as retail and hospitality (desirable).
· Knowledge of Victoria’s public transport network and myki ticketing system (desirable).
Culture Value
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.
If you encounter any issues, refer to our Quick Reference Guide for step-by-step instructions.
Applications close at 11.59pm on Thursday, 22nd January 2026.
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 Adrian Giuliano - Manager, Customer Service Hubs via [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.