Title:  Manager Case Review & Client Services

About Us 

We create thriving places and connected communities. We plan, build and maintain Victoria’s transport, planning and land services. We are committed to a safe, inclusive and high-performing workplace. 

We welcome applicants from diverse backgrounds and are committed to creating a safe, inclusive workplace where our people can thrive and do meaningful work.   

About the role 

The Manager, Case Review & Client Services leads two customer-facing teams responsible for delivering key regulatory services. The role oversees case reviews, responses to Public Transport Ombudsman requests, client service operations and payment-related activities, ensuring all work is completed within required timeframes and legislative requirements.

The role focuses on improving service quality, consistency and operational performance by setting performance standards, developing training programs and driving continuous improvement initiatives. It also provides leadership to build a high-performing team, manages stakeholder relationships, and represents the department on committees, projects and other key forums as required.

What we’re looking for 

You’re someone who: 

• Leverages technology and digital solutions to improve service delivery and drive strategic outcomes.
• Champions customer-focused services, promotes continuous improvement and seeks long-term benefits for clients.
• Influences and gains stakeholder buy-in through strong relationship-building, collaboration and persuasive communication.
• Communicates complex information clearly, providing strategic advice tailored to different audiences and decision-makers.
• Effectively manages diverse stakeholder needs, resolving complex issues and facilitating practical, innovative solutions.

Click here to access the Position Description. 

Qualifications and experience 

You’ll bring: 

• Experience in a similar leadership, customer service or operational management role will be highly regarded.

Pre-employment checks and employment conditions  

Relevant pre-employment screening and reference checks will be required. 

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.  

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. 

Applications close at 11.59pm on Tuesday, 7 July 2026. 

Please include both your resume and a cover letter addressing how your experience addresses each of the key selection criteria for the role. 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 Kyle Millsteed, Manager, Revenue Protection at kyle.millsteed@transport.vic.gov.au.   

Redeployees

If you are a VPS redeployee, please state this in your cover letter and include your case manager’s contact details. This helps ensure your redeployment status is appropriately considered. For more information on redeployment, visit the Victorian Government policy

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. We're here to support you.