Title:  Customer Response Officer

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.   

Transport Services delivers safe, reliable and accessible transport infrastructure and services to keep Victoria moving, connecting people to what matters most in their lives.

About the role

*This is a Fixed Term Opportunity until 30th June 2026*

As a Customer Response Officer you’ll provide frontline support on traffic and transport-related enquiries and play an important role in the effective management of Victoria’s road network.
In this role, you’ll use your strong communication and problem-solving skills to respond to customer enquiries, log and classify reported hazards or faults, and ensure appropriate action is taken to keep our roads safe and operational. You will also work collaboratively with contractors, emergency services, and internal teams to coordinate responses and share information.

This position suits someone who is proactive, customer-focused, and confident using a range of computer systems and tools in a fast-paced operational environment.

To access the Position Description, please click here.  

As our ideal candidate, you will demonstrate

• A commitment to delivering excellent customer service
• An ability to work independently and use initiative
• Strong written and verbal communication skills
• An aptitude for operating multiple computer programs and systems

Key Accountabilities

• Respond to and manage customer enquiries, including logging, classifying, and actioning reported hazards, faults, and incidents from the public, contractors, and emergency services.
• Monitor and control traffic management systems such as SCATS, STREAMS, and CCTV to identify and respond to network issues.
• Accurately record and maintain information relating to customer enquiries and incident management.
• Provide advice, training, and support to stakeholders and team members in the use of corporate systems and processes.
• Collaborate effectively with colleagues and stakeholders to share knowledge, maintain service standards, and contribute to a supportive team environment.
• Exercise sound judgement and problem-solving skills to ensure issues are addressed promptly and in line with departmental procedures.

Qualifications and experience 
Desirable  

• Tertiary qualification in a relevant or related discipline.  

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 23rd of October 2025. 
 
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 Abbey Zahra – Operations Lead at abbey.zahra@transport.vic.gov.au. 
  
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.