Customer Service Officer

About Safe Transport Victoria

Safe Transport Victoria (ST Vic) is dedicated to ensuring safe journeys by regulating commercial passenger vehicles, buses, and maritime services. Our work significantly influences Victorian communities by fostering confidence in the transport system. We embrace an intelligence-driven regulatory approach, adapt swiftly to technological advancements, and prioritize community expectations. At ST Vic, we cultivate a collaborative culture where open communication and mutual respect drive innovation and shared growth.

Role Overview

The Customer Service Officer plays a vital role within a dynamic, high-volume service setting, delivering meaningful assistance that promotes safer transportation across Victoria. This position involves front-line communication with customers, managing extensive inquiries via phone, webchat, and email, alongside essential processing tasks that uphold regulatory outcomes. The role requires a keen balance of rapid response, precision, and an exceptional customer experience while maintaining strict compliance and quality standards.

Key Responsibilities

• End-to-end management of application processes, including assessment, compliance, and quality checks to ensure accuracy and adherence to regulations.
• Handling customer inquiries across multiple channels promptly, accurately, and professionally.
• Processing and managing customer cases across regulated transport sectors including CPV, MPTP, Bus, and Maritime modes.
• Executing compliance and quality assurance activities with meticulous attention to detail.
• Accurately maintaining records within internal systems and databases.
• Achieving or surpassing customer service performance metrics such as service levels, productivity, quality, and satisfaction.
• Managing complex and sensitive enquiries with empathy, professionalism, and sound judgment, particularly for vulnerable clients.
• Identifying customer challenges and proposing process improvements to enhance service delivery and operational efficiency.
• Collaborating within teams to foster a constructive and effective work environment.
• Resolving inquiries at the first point of contact to minimize repeat interactions and increase efficiency.
• Approaching customer interactions with tact and patience, respecting privacy and cultural diversity.
• Engaging in ongoing professional development to stay current with accreditation processes, customer service protocols, and regulatory updates.
• Effectively prioritizing workload to meet daily targets in a high-demand setting.

Success Indicators

• Delivering timely, accurate, and empathetic customer support.
• Consistently meeting performance and quality standards.
• Contributing ideas that drive enhancements in customer experience and process efficiency.

Candidate Profile

Ideal candidates excel in fast-paced, high-volume environments, demonstrating strong customer service skills combined with accuracy in processing. Experience across multiple communication channels, case management, compliance adherence, and a solid understanding of service KPIs are essential. Candidates should possess excellent communication, organizational abilities, resilience, adaptability, and the capacity to manage competing priorities under pressure.

Qualifications and Additional Information

Prior experience in a high-volume customer contact or processing setting is highly beneficial. Successful applicants must have the right to work throughout the employment period. Appointment to an ongoing role requires Australian/New Zealand citizenship or permanent residency. Pre-employment screening, including National Police Check and consent forms, is mandatory.

Employment Details

This is a casual position at VPS Grade 3 level, offering $79,122 per annum exclusive of superannuation. The employment pool established will be valid for up to six months, with engagements varying based on operational requirements such as workload changes or absence cover. Inclusion in the pool does not guarantee ongoing employment but provides opportunities for casual engagement.

Workplace Culture and Benefits

• Impact community safety in Victoria through meaningful work.
• Be part of a supportive, high-performing team environment.
• Access diverse learning and professional development initiatives.
• Flexible work arrangements to balance personal and professional life.
• Contribute to shaping a customer-centric and modern regulatory body.
• Engage in a culture promoting diversity, inclusion, safety, and wellbeing.

Diversity and Inclusion

ST Vic values a workforce representing varied backgrounds, encouraging veterans, Indigenous peoples, individuals with disabilities, culturally diverse applicants, and those identifying as LGBTIQ+. Our inclusive programs focus on innovation, customer connection, wellbeing, and satisfaction.

How to Apply

Applicants should submit a resume and a cover letter (max one page) outlining relevant skills, experience, and motivation. Adjustments to recruitment processes are available upon request to ensure accessibility.