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

VPS3

Salary

$81,496 - $$98,955 plus superannuation

Work type

Fixed Term x 1 to 28 May 2027

Fixed Term x 2 to 29 October 2027

About the Role

The Customer Service Officer position sits in the Customer Operations Branch. Reporting to the Team Leader, Customer Service Operations. The Customer Service Officer plays a key role in delivering high-quality, customer-centric services across multiple channels. The role is responsible for resolving enquiries, supporting regulatory processes, and contributing to improved customer outcomes and experience across all transport modes. This position also supports continuous improvement initiatives that enhance service delivery, efficiency, and customer satisfaction.

The responsibilities of the Customer Service Officer will include, but are not limited to:

• Deliver high-quality, consistent customer service across phone, email and digital channels, ensuring positive customer experiences and timely resolution of enquiries.
• Resolve customer enquiries at first point of contact where possible, reducing repeat interactions and improving overall service efficiency.
• Undertake the assessment, review and processing of accreditation applications and across all transport modes – Commercial Passenger Vehicle (CPV), Multi-Purpose Taxi Program (MPTP), Bus and Maritime in accordance with prescribed procedures and regulatory requirements.
• 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.
• Achieve and maintain individual and team performance targets including service levels, quality, and customer satisfaction measures, and proactive identify opportunities to improve performance.
• Identify and escalate customer feedback, pain points and process improvement opportunities to support continuous improvement initiatives
• Maintain accurate and timely records in relevant systems and databases to support customer experience tracking and regulatory compliance
• 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
• Promote and support safe, inclusive and flexible team operation

You have demonstrated experience working in a high-volume customer contact and KPI driven environment. Our KPI’s are very reasonable; achieving these are as important as the quality of work that must be delivered.

To access the Position Description, click here

About You

You start your morning with a spring in your step, and you maintain a good pace throughout the day.  You have volumes of initiative and calmly move from one task to another and confidently juggle tasks through to the end.

When you communicate with our customers you are always fully present and positive, displaying energetic engagement skills.  Similarly, you are comfortable speaking up professionally to communicate mandatory requirement and important information.  

You understand the letter ‘i’ is not in the word team and you practice constructive team skills, knowing when to escalate matters to your Team Leader. We welcome your ideas on how we can improve and do things better.  We would like to learn what work process improvements, you were a part of.

You are a quick learner, adaptable, must have existing computer skills and have demonstrated you can work across several applications. The industry that you have previously worked in and the job title that you have had in the past is less important to us.

What really matters to us is that you come to work to work, you apply yourself and have a great attitude, you are open to learning about the regulatory environment we work in; and want to align yourself with the great outcomes Safe Transport Victoria delivers for the Victorian marine and commercial passenger vehicle sectors.

Qualifications

It is highly desirable that our successful candidates have previous experience working within a high-volume customer contact or processing environment will be highly advantageous

Further Information

For a confidential discussion, please contact Maria Lingos, Team Leader – Customer Service Operations via email maria.lingos@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.

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 Tuesday 24 November 2026

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.