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Customer Information Consultant

3 months ago

East Perth, Western Australia Department of Transport Full time

If your passion is on the frontline providing positive customer service outcomes, we will support you to thrive.

At the Department of Transport, we foster collaboration, promote well-being, embrace adaptability, and support accountability to deliver exceptional services.

Collaboration | Wellbeing | Adaptability | Accountability

There has never been a more exciting time to join our team and be part of the future of transport

Being part of the 'Transport' portfolio, the role of the Customer Information Consultant will be working in the Main Roads Western Australia (MRWA) 24/7 Customer Information Centre (CIC) and includes answering customer and stakeholder enquiries relating to all thing's roads.

The Opportunity

The Department of Transport (DoT) is looking for passionate customer service professionals with a can-do attitude to launch their career via its comprehensive training program delivering contact centre services base in East Perth (Waterloo Crescent).

This position provides a quality service, focused on providing positive customer service outcomes and first point of contact resolution to broad range of clients, including the general public of Western Australia, interstate clients, overseas clients and other external stakeholders, who contact the Department's Customer Information Consultants through multiple service channels. Dealing with a broad range of enquiries, which are often complex, demanding, or of an escalated nature.

Please note this position is employed by the DoT who deliver a service on behalf of Main Roads Western Australia (MRWA) managing their Customer Information Centre (CIC).

The CIC is a 24-hour, 7-day, 365 days a year operation. Customer Information Consultants will be required to work rostered shifts covering any time over the 24-hour period.

Currently there are multiple 6-month fixed term full time opportunitiesavailable for immediate filling, with the possibility ofextension and or permanency.

Suitable applicants will be placed in a pool from which appointments will be made for this or similar future vacancies (fixed term or permanent) that arise within the next 12 months from date of first appointment across the Department of Transport.

For further information about the role, we encourage you to review the attached Job Description Form (JDF) and contact Jenine McKennay, Customer Service Manager on

About you

  • Passion for providing excellent customer service
  • A genuine love for helping people and solving complex problems
  • An ability to work efficiently in a fast paced, dynamic customer service environment
  • A positive, team-focused attitude and willingness to contribute to team goals
  • Good verbal and written communication skills
  • An ability to uncover hidden information by asking questions
  • Confidence using computers and an ability to grasp new technology quickly

Ability to work within set timeframes and adhere to schedules

As part of our team, you will enjoy

  • A competitive salary, and 11% employer contributed superannuation and salary sacrifice options.
  • Not just a job, but an opportunity to develop your career across other areas of transport.
  • A varied and exciting role where you will handle a wide range of customer enquiries.
  • Training to set you up for success Training may be on the job, computer or classroom based.
  • Support from your manager and team, we have a strong team culture and help each other achieve our customer service goals.
  • Work for an innovative Government agency with limitless long-term career prospects.
  • Generous leave entitlements including 4 weeks' annual leave, 3 public service holidays yearly and long service leave every 7 years.
  • Up to 5 days of additional shift leave
  • Flexibility of a 24/7 rotational roster
  • Shift allowances, increasing earning opportunities

In addition to rewarding work, we invite you to be Part of Something Real. Learn more about our commitment to you, here.

How to Apply:

Apply online by clicking the 'Apply for Job' button (above and below) and provide the following documents in Word or PDF format only. Your application should include:

  1. A detailed CV that clearly outlines the skills and experience you have gained in relation to the job description; and
  2. The CV must contain the complete names and contact information of two (2) referees who can provide feedback on the applicant's capacity to meet all the Essential Work-Related Requirements. At least one of the referees should be the applicant's immediate (most recent) supervisor/manager unless there are exceptional circumstances.

Please ensure you allow sufficient time to submit your application, as late applications will not be accepted. If you have any questions regarding submitting your application or would like more information on the recruitment process, please contact our Recruitment Team on

The DoT may conduct further search activities or extend the closing date, if required to supplement the field of applicants.

Successful applicants will be required to provide a satisfactory National Police Clearance before commencing employment.

Our commitment to a diverse and inclusive workplace

The Department of Transport is committed to building a thriving workforce that reflects the diversity of our customers and our community. We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, members of the LGBTQIA+ community, and people from culturally and linguistically diverse backgrounds.

If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process, please contact our Recruitment Team at or