Title:  Customer Service Officer

About Us

'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’s 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

Permanent  

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.

To access the Position Description, click here

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.

Further Information

For a confidential discussion, please contact Jamie House, Team Leader, Customer Service Operations via email jasmine.bhayani@safetransport.vic.gov.au

It is an inherent requirement of this position that the employee is 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 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 1 page in length addressing your skills, experience and interest in the position.

Applications close at midnight 3 June2026

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.