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Customer Resolutions Officer

3 months ago

Melbourne City Centre, Victoria, Australia Department of Transport Full time
About the Team

Transport Communication & Experience is a Division in the Department of Transport, and supports the Department to deliver on the Government's transport agenda, to get people home sooner and safer and to efficiently move more goods in Victoria's thriving economy.

Our focus is to enrich the lives of Victorians on an integrated transport network, reducing customer time and effort, increasing personalisation and positively impacting their transport experience.

We do this through clear communications and genuine engagement that is focused on delivering better outcomes for people, wherever they live.

The Division innovates with communication approaches to support organisational, cultural and behavioural change.
About the Opportunity
About You

  • Use influencing skills to create connections with our customers and listen to them, understand their needs to reach a successful outcome.
  • Deliver the best possible customer service, under broad supervision by making a connection, making it easy and making a difference.
  • Contribute effectively to the development of innovative options and/or solutions that question the status quo and promote a culture of innovation to continuously improve service outcomes.
  • Effectively facilitate, negotiate and influence the development of ideas and solutions to support the resolution of complex enquiries and improved customer experience within defined scope.
  • Exercise professional judgement to draft quality written correspondence and the ability to simplify technical information to suit the audience.
  • Exercise professional judgement to listen, appreciate and leverage the strengths of others to accomplish goals, regardless of background.
Culture and Benefits

The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network.

We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life.

We are focused on providing a workplace environment that is rewarding, enjoyable, healthy, and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable.

More information is available in the attached Position Description.
How to Apply
Applications should include a resume and a brief cover letter.
Applications close 11.59pm on midnight Monday, 20th February 2023.

To be considered up to date vaccinated, you must have been administered COVID-19 vaccines as determined by the Australian Technical Advisory Group on Immunisation (ATAGI).

DoT is requiring all staff to be Vaccinated and to have had Booster Vaccination (Triple vaccinated as a minimum).