Title:  Customer Resolutions Advisor, Youth myki

About Us 

The Department of Transport and Planning oversees key planning, transport and land use policy decisions 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. 

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

Customer Delivery is the customer facing element of Public Transport Victoria within the Department of Transport & Planning. We assist thousands of Victorians daily via our Call Centre, PTV Hubs, Customer Resolutions and Customer Readiness. We are dedicated to the delivery of the highest quality of Customer Services to the travelling public. Our goal is to assist Victorians by providing easy and useful public transport information and by resolving any customer query received in a warm and helpful manner.

About the Role 

The Customer Resolutions Advisor is required to represent DoT by handling and responding to general public transport enquiries received, and to investigate & resolve escalated customer complaints via face to face, over the phone and by written correspondence channels. This also involves responding to complaints which customers may have directly escalated to the Public Transport Ombudsman (PTO) or to the Minister’s Office (MO) after the initial response a customer may have received from a member of the public transport industry was deemed unsatisfactory. 

The role is expected to handle customer complaints and feedback sensitively and empathetically, developing connections with customers and fostering a high degree of customer satisfaction in complaint resolution.

The role also looks for continuous improvements across general complaint handling processes, and drives continuous improvement activities, delivering positive influences on customer relations.

Position accountabilities

• Investigate and conciliate escalated complaints received from customers.
• Investigate and respond to Public Transport Ombudsman (PTO) referred complaints, or to Ministerial Correspondence received, assisting in case resolution.
• All cases handled are responded to in a timely, accurate and efficient manner consistent with standard industry Complaint Handling Procedures (CHP).
• Respond to customers via face to face, telephone, or by written correspondence by sourcing the information from PTV extranet, standard operating procedures, DoT divisions, public transport operators and FAQs.
• Customer issues evaluated and tracked allowing identification of opportunities for improvement that are fed back to the business.
• High quality handling of all customer interactions & communication displaying empathy, respect and a professional approach. Resolve cases in line with policies and processes and maintain accurate records of case management.

To provide greater insight into the role the position description can be found here.   

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 7th October 2025