Title: Customer Service Officer
'Safe journeys, every time'. This is what we strive for at Safe Transport Victoria (ST Vic).
As the safety regulator for commercial passenger vehicles, buses and maritime, what we do impacts the everyday lives of Victorians. Our role is to work with these industries and the communities they serve to ensure a transport system that inspires confidence for users.
We are focused on creating impact by being an intelligence-led regulator, agile to technological disruptions in the market and highly responsive to community expectations and needs.
We are also in the business of thinking big. We are reimagining what is possible in how we regulate, and we welcome those who are interested in reshaping and redefining how we work.
Safe Transport Victoria is committed to building a culture of ‘working as one.’ This means our people share openly, question respectfully and build together. This also means we invest in our people and provide personal and professional development programs to create a workforce that is empowered, innovative and adaptable.
Job Title
Customer Service Officer
VPS Level
VPS Grade 3
Salary
$79,122 (excl superannuation)
Work type
Casual
About the Role
Join a fast-paced, high-volume customer service environment where you will deliver meaningful outcomes for customers and contribute to safer transport across Victoria.
This role plays a critical part in delivering a seamless, efficient, and customer-focused regulatory service.
In this role, you will be at the frontline of customer engagement, managing high volumes of enquiries across phone, webchat, and email, while also completing critical processing work that supports regulatory outcomes.
You will balance speed, accuracy, and customer experience, ensuring every interaction and task meets quality and compliance standards.
Reporting to the Team Leader, Customer Service Operations, the role is responsible for undertaking a wide range of customer service duties that support all ST Vic’s customer, products, services, and accreditation processes across all regulated modes. As a member of a large Customer Service team, the Customer Service Officer will deliver prompt, professional, and timely advice on phone and email enquiries, as well as utilising internal systems and databases to manage and track customer experience.
The Customer Service Officer will contribute proactively and positively to team, division, and ST Vic’s initiatives and culture to drive improvements for customers, the community, and the industries we serve.
This recruitment process is being conducted to establish a standing casual employment pool for Customer Service Officer opportunities at Safe Transport Victoria. The pool will remain active for a period of up to six months from the date of advertisement. Suitable applicants may be contacted and engaged on a casual basis as operational and resourcing requirements arise across the Customer Service Operations team.
Casual engagements may vary depending on business needs, including periods of increased workload, backfilling planned or unplanned absences, supporting regulatory initiatives, or addressing service delivery demands. Inclusion in the talent pool does not guarantee ongoing or regular employment; however, it provides an opportunity to be considered for future casual opportunities as they become available.
The responsibilities of the Customer Service Officer will include, but are not limited to:
- Manage end-to-end application processing, including assessment, compliance checks, and quality reviews, ensuring accuracy and adherence to regulatory requirements.
- Resolve customer enquiries across phone, webchat, and email, delivering accurate, timely and high-quality customer outcomes.
- Own and manage customer cases and end-to-end application processing across all regulated transport modes, including: CPV, MPTP, Bus and Maritime.
- Complete compliance checks and quality assurance activities with a high level of accuracy and attention to detail.
- Maintain detailed and accurate records across internal systems and databases.
- Meet and exceed customer service KPIs, including service levels, productivity, quality, and customer satisfaction.
- Manage sensitive and complex enquiries with professionalism, empathy, and sound judgment, including interactions with vulnerable customers.
- Identify customer pain points and process improvement opportunities, contributing to initiatives that enhance customer experience and operational efficiency.
- Collaborate effectively within a team environment, contributing to a positive and high-performing culture.
- Aim to resolve enquiries at first point of contact, reducing repeat interactions and improving service efficiency.
- Demonstrate tact, professionalism and patience when dealing with customers and their sensitive personal information, particularly when assisting Vulnerable customers with disabilities, or those from culturally and linguistically diverse backgrounds.
- Actively engage in learning and development activities to maintain up-to-date knowledge of accreditation processes, customer service protocols, and regulatory changes across all transport modes.
- Prioritise and manage workload effectively to meet daily service and processing targets in a high-volume environment.
What success looks like:
- Customers receive timely, accurate and empathetic support.
- Performance targets are consistently achieved.
- High levels of quality, accuracy and compliance are maintained.
- Active contribution to improving processes and customer experience.
About You
You thrive in fast-paced, high-volume environments and bring a strong balance of customer service expertise and processing capability.
You will bring:
- Proven experience delivering high-quality customer service in a high-volume contact centre or service operations environment.
- Experience managing enquiries across multiple channels (phone, webchat, and email)
- Demonstrated ability to manage cases and process high volumes of applications with accuracy, including compliance and quality requirements.
- Strong understanding of customer service KPIs (e.g. service levels, quality, productivity, customer satisfaction) with a demonstrated ability to meet or exceed targets.
- Excellent communication skills with the ability to manage complex, sensitive, or high demand interactions.
- Strong organisational skills, attention to detail and the ability to manage competing priorities.
- Demonstrated resilience and adaptability, with the ability to perform under pressure and manage competing priorities.
To access the Position Description, click here
Why Join Us?
- Make a real impact on community safety across Victoria.
- Be part of a fast-paced, supportive, and high-performing customer operations team.
- Access learning and development opportunities to build your skills and grow your career.
- Benefit from flexible working arrangements
- Help shape a modern, customer-focused regulator.
- Gain exposure to a dynamic regulatory environment and develop transferable skills in customer experience and operations.
Qualifications
Previous experience working within a high-volume customer contact or processing environment will be highly advantageous.
Further Information
For a confidential discussion, please contact Jasmine Bhayani, Senior Manager, Customer Service Operations via email jasmine.bhayani@safetransport.vic.gov.au
It is an inherent requirement of this position that the employee be ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces.
Other relevant information:
Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check.
To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.
What do we offer you?
ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs, and supporting ways of working that help employees balance work and life. We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+.
A Workplace committed to safety and wellbeing.
ST Vic is committed to providing a safe and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements.
Diversity and Inclusion
ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction.
Learning and Development
We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations.
How to Apply
Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter of no more than one page in length addressing your skills, experience, and interest in the position.
If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please do not hesitate to contact the contact person listed on this ad.
About the Role
Join a fast-paced, high-volume customer service environment where you will deliver meaningful outcomes for customers and contribute to safer transport across Victoria.
This role plays a critical part in delivering a seamless, efficient, and customer-focused regulatory service.
In this role, you will be at the frontline of customer engagement, managing high volumes of enquiries across phone, webchat, and email, while also completing critical processing work that supports regulatory outcomes.
You will balance speed, accuracy, and customer experience, ensuring every interaction and task meets quality and compliance standards.
Reporting to the Team Leader, Customer Service Operations, the role is responsible for undertaking a wide range of customer service duties that support all ST Vic’s customer, products, services, and accreditation processes across all regulated modes. As a member of a large Customer Service team, the Customer Service Officer will deliver prompt, professional, and timely advice on phone and email enquiries, as well as utilising internal systems and databases to manage and track customer experience.
The Customer Service Officer will contribute proactively and positively to team, division, and ST Vic’s initiatives and culture to drive improvements for customers, the community, and the industries we serve.
This recruitment process is being conducted to establish a standing casual employment pool for Customer Service Officer opportunities at Safe Transport Victoria. The pool will remain active for a period of up to six months from the date of advertisement. Suitable applicants may be contacted and engaged on a casual basis as operational and resourcing requirements arise across the Customer Service Operations team.
Casual engagements may vary depending on business needs, including periods of increased workload, backfilling planned or unplanned absences, supporting regulatory initiatives, or addressing service delivery demands. Inclusion in the talent pool does not guarantee ongoing or regular employment; however, it provides an opportunity to be considered for future casual opportunities as they become available.
The responsibilities of the Customer Service Officer will include, but are not limited to:
- Manage end-to-end application processing, including assessment, compliance checks, and quality reviews, ensuring accuracy and adherence to regulatory requirements.
- Resolve customer enquiries across phone, webchat, and email, delivering accurate, timely and high-quality customer outcomes.
- Own and manage customer cases and end-to-end application processing across all regulated transport modes, including: CPV, MPTP, Bus and Maritime.
- Complete compliance checks and quality assurance activities with a high level of accuracy and attention to detail.
- Maintain detailed and accurate records across internal systems and databases.
- Meet and exceed customer service KPIs, including service levels, productivity, quality, and customer satisfaction.
- Manage sensitive and complex enquiries with professionalism, empathy, and sound judgment, including interactions with vulnerable customers.
- Identify customer pain points and process improvement opportunities, contributing to initiatives that enhance customer experience and operational efficiency.
- Collaborate effectively within a team environment, contributing to a positive and high-performing culture.
- Aim to resolve enquiries at first point of contact, reducing repeat interactions and improving service efficiency.
- Demonstrate tact, professionalism and patience when dealing with customers and their sensitive personal information, particularly when assisting Vulnerable customers with disabilities, or those from culturally and linguistically diverse backgrounds.
- Actively engage in learning and development activities to maintain up-to-date knowledge of accreditation processes, customer service protocols, and regulatory changes across all transport modes.
- Prioritise and manage workload effectively to meet daily service and processing targets in a high-volume environment.
What success looks like:
- Customers receive timely, accurate and empathetic support.
- Performance targets are consistently achieved.
- High levels of quality, accuracy and compliance are maintained.
- Active contribution to improving processes and customer experience.
About You
You thrive in fast-paced, high-volume environments and bring a strong balance of customer service expertise and processing capability.
You will bring:
- Proven experience delivering high-quality customer service in a high-volume contact centre or service operations environment.
- Experience managing enquiries across multiple channels (phone, webchat, and email)
- Demonstrated ability to manage cases and process high volumes of applications with accuracy, including compliance and quality requirements.
- Strong understanding of customer service KPIs (e.g. service levels, quality, productivity, customer satisfaction) with a demonstrated ability to meet or exceed targets.
- Excellent communication skills with the ability to manage complex, sensitive, or high demand interactions.
- Strong organisational skills, attention to detail and the ability to manage competing priorities.
- Demonstrated resilience and adaptability, with the ability to perform under pressure and manage competing priorities.
Why Join Us?
- Make a real impact on community safety across Victoria.
- Be part of a fast-paced, supportive, and high-performing customer operations team.
- Access learning and development opportunities to build your skills and grow your career.
- Benefit from flexible working arrangements
- Help shape a modern, customer-focused regulator.
- Gain exposure to a dynamic regulatory environment and develop transferable skills in customer experience and operations.
Qualifications
Previous experience working within a high-volume customer contact or processing environment will be highly advantageous.
Further Information
For a confidential discussion, please contact Jasmine Bhayani, Senior Manager, Customer Service Operations via email jasmine.bhayani@safetransport.vic.gov.au
It is an inherent requirement of this position that the employee be ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces.
Other relevant information:
Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check.
To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.
What do we offer you?
ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs, and supporting ways of working that help employees balance work and life. We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+.
A Workplace committed to safety and wellbeing.
ST Vic is committed to providing a safe and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements.
Diversity and Inclusion
ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction.
Learning and Development
We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations.
How to Apply
Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter of no more than one page in length addressing your skills, experience, and interest in the position.
If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please do not hesitate to contact the contact person listed on this ad.
