Title: Senior 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
Senior Customer Service Officer
VPS Level
Grade 4
Salary
$100,894 - $114,476 (excluding superannuation)
Work type
Ongoing
About the Role
The Senior Customer Service Officer sits within the Customer Operations Branch and supports the Team Leader, Customer Service Operations in delivering high-quality, compliant and customer-focused service outcomes across multiple channels including voice, chat, email and application processing.
The role plays a key leadership support function by coaching and guiding Customer Service Officers, monitoring performance and adherence to processes, and ensuring consistency of service delivery in a high-volume, fast-paced environment.
As the first point of escalation, the role is responsible for resolving complex customer issues and complaints, while also identifying trends and insights from customer interactions and complaints to inform continuous improvement, training needs and systemic enhancements across the branch.
The position contributes to operational excellence by balancing service delivery, compliance, and customer experience outcomes, supporting the Team Leader to drive performance, capability uplift and continuous improvement.
To access the Position Description, click here
Qualifications
Desirable
Professional experience operating in a fast paced, high volume incoming contact centre and or processing environment will be 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 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 4 June 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.
