Title:  Customer Service Officer, Hubs (Youth myki)

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. 

Communications and Customer Experience is a Group within the Department of Transport and Planning, and is responsible for for informing, consulting and engaging with our customers, industry partners, employees and the broader community about Victoria’s transport programs, projects and services. We enrich Victorians’ experience of an integrated transport network by providing information and experiences that support simple, safe, connected journeys.

About the role

This is a Fixed Term Position until 30 June 2026

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.

Position accountabilities

• Provide exceptional customer service by utilising relevant knowledgebase tools, systems and databases.
• Take ownership and provide first contact resolution for all customer enquiries in a timely and accurate manner, in line with set KPI’s.
• Process customer transactions, including financial reporting, data entry and related administrative duties in a timely and accurate manner.
• Proactively maintain and develop knowledge relating to all customer service functions.
• Proactively identify and initiate opportunities for continuous improvement relating to business processes and the customer experience.

Position Description, please click here  PD Customer Service Officer Hubs

Key Selection Criteria
As the first point of contact, you are experienced at providing exceptional face-to-face service and resolving enquiries or complaints with confidence and professionalism. Your strong problem-solving abilities will help you tackle complex issues within policy guidelines, while your keen eye for detail drives continuous improvement. You’ll be capable of managing customer expectations, meet key performance measures, and thrive working independently or as part of a team. Excellent verbal and written communication skills are essential, allowing you to engage clearly with customers in person, over the phone, and via email. This is a great opportunity to make a real impact by delivering outstanding service and shaping better customer experiences every day.

Personal Attributes
On a personal level, the successful applicant will be you will be resilient and enjoy working collaboratively with others.

Qualifications and experience

Desirable

• Previous experience working in face-to-face customer service environment, such as retail or hospitality
• Knowledge of Victoria’s public transport network and myki ticketing system will be highly regarded

Other information

Ordinary Hours of Work – This position will be required to undertake shift work which will include as part of a regular pattern or roster cycle Saturday, Sunday, Public Holiday, and/or morning and afternoon shifts

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 Tuesday, 30 Sept 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, Adrian Giuliano - Manager, Customer Service Hubs at adrian.giuliano@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.