Title: Deputy Director, Community and Customer Service
Summary
Melbourne is a global city that needs a global transport system. The Suburban Rail Loop (SRL) is a 90km rail line that will link every major train service from the Frankston Line to the Werribee Line. It will also see investment in Melbourne’s suburbs, in the suburbs, better connecting Victorians to homes, jobs, retail, education, health services and each other. Suburban Rail Loop Authority (SRLA) is the statutory body established to plan all elements of the project, procure builders, develop structure planning for SRL Precincts and oversee construction and the other changes that will help transform Melbourne and Victoria.
SRLA is more than a rail project. It’s a once-in-a-generation opportunity to plan for and prepare our city and state to meet the needs of future Victorians, and we can’t do it alone. We are on the lookout for people with drive, expertise, fresh ideas and new perspectives to deliver Victoria’s biggest ever infrastructure project. You will be part of history in the making, and while we’re at it, we will be shaping your future too.
About the opportunity
As the Deputy Director, Community and Customer Service you will lead SRLA’s new community-focused function, bringing customer service together with Community support to create a more consistent experience for the public. Through strong leadership and a focus on service quality, you will help ensure SRLA delivers positive, tangible benefits for the communities along the rail corridor.
You will ensure SRLA’s frontline interactions and processes around those interactions are consistent, transparent and of a high standard, further strengthening trust and confidence in how SRLA engages with local communities. In your role you will contribute directly to shaping SRLA’s reputation at the community level and support successful project delivery through high-quality service and program integrity.
By providing senior leadership across customer service, grants policy and program governance, you’ll play a key role in ensuring the Community Projects Fund delivers meaningful local infrastructure outcomes that support community needs.
Using your extensive stakeholder management and leadership experience, you will work closely with colleagues across the Communications, Engagement and Community division and colleagues in Policy and Innovation and Economic Development, as well as senior executives, ministerial officers, contractors and broader SRLA teams to ensure community interactions through customer service and grant-related activities are well planned, compliant and aligned with SRLA’s strategic priorities.
As appropriate, you may also be required to support other teams across SRLA, including contributing to community engagement activities, broader communications initiatives and high-priority organisational projects, to support effective management of work across Communications, Engagement and Community.
You will have a strong understanding of community infrastructure needs and contemporary community engagement practices and likely have extensive previous experience in designing, governing and administering grants programs.. You’ll feel comfortable working within a complex, multi-stakeholder environment and will have exceptional communication, influencing and relationship building skills and a strong understanding of local and state government
You will hold a relevant tertiary qualification in public policy, public administration, law, community development, social sciences or a closely related field and will have demonstrated experience leading complex service delivery or community-facing functions within government, legal, regulatory or local government settings. For further information about the role, please refer to the position description.
Why join us?
- An emphasis on work / life balance
- High-performing team environment
- Equal opportunity employer
- Personal & Professional development opportunities
- Committed to safety & wellbeing
- Training & development opportunities
How to apply
Please include a Cover Letter and Resume. We want to know why you want to work for Suburban Rail Loop Authority, why you are interested in the role, and, taking into account the Key Selection Criteria as a whole, how your skills, knowledge, experience and qualifications are applicable to the role.
Applications close at 11:59pm on Friday 12 June 2026
Please note, appointment of successful applicants will be made subject to a satisfactory pre-employment conditions check.
Our People Strategy and Gender Equality Action Plan are designed to enhance diversity in our workplace through targeted attraction strategies. If you have any questions related to recruitment, please feel free to reach out to the recruitment adviser or hiring manager mentioned in the position description.
For individuals with disabilities requiring adjustments during the recruitment process, our Inclusion team is here to provide support. The inclusion mailbox (inclusion@srla.vic.gov.au) is specifically for those seeking further information about targeted recruitment strategies and for individuals with disabilities requiring adjustments. Please contact us, and we will ensure your needs are met during the application and recruitment process.
SRLA is committed to providing a working environment which is safe and without risk to the health of its employees and partners consistent with its obligations under the Occupational Health and Safety Act 2004 (OH&S Act).
