Customer Resolutions Consultant

Title: Customer Resolutions Consultant
Requisition ID: 8328
Work Type: Ongoing Full Time
Location: Melbourne - East
Date Posted: 28 Aug 2025

About Us
We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single department to deliver the best outcomes for Victorians. Together with our portfolio agencies, we are responsible for planning, building, operating and maintaining Victoria's transport, planning and land services for use by all. We foster a safe, inclusive and constructive place to work. Communications and Customer Experience is a group within the Department of Transport and Planning who is responsible for informing, consulting, and engaging our customers, industry partners, employees and the broader community about Victoria's Transport and Planning programs, projects and services. We are responsible for ensuring customer concerns, feedback and any issues on the road network get seen to by the relevant teams, and that outcomes are provided to the customer in a timely manner.

About The Role
We're looking for someone who thrives on problem-solving and creativity to help us deliver better outcomes for our customers. In this role, you'll apply analytical and proactive approaches to improve the customer experience in the Traffic and Road Safety space, working closely with business areas to resolve issues quickly and effectively. You'll work closely with our Customer Resolutions – Roads, Hazards and Maintenance team, who manage enquiries about hazards, maintenance requests, abandoned vehicles, and incident claims across Victoria's road network. Depending on operational needs, you may also step in to support this important work, ensuring the community receives timely and high-quality responses. This is a fast-paced role where you'll balance multiple priorities, maintain quality standards, and meet performance targets—all while keeping the customer at the heart of what you do. If you're driven to make a tangible difference in how we serve the public, this is your chance to be part of a team that delivers real impact on our roads every day.

• Exercise professional judgement in the application of policies and procedures to deliver high quality customer service and first contact resolution.
• Perform duties under broad supervision
• Use conceptual and analytical skills to develop solutions to resolve complex customer enquiries and complaints.
• Exercise independent judgement in work scheduling matters
• Provide advice, training and support to stakeholders
• Use negotiation and influencing skills to successfully case manage enquiries
• Recommend and implement changes to existing work practices

Key Selection Criteria

We are seeking a Customer Resolutions Consultant with a strong focus on delivering high-quality outcomes for our customers. In this role, you will monitor customer satisfaction and identify opportunities for improvement to ensure services evolve to meet community needs. With a customer-first mindset, you will bring fresh ideas and innovative thinking to enhance service delivery. You should be able to resolve issues with sound judgment and a clear understanding of existing guidelines. Where processes are less defined, you will draw on analytical skills and collaborate with others to make informed decisions. You will balance compliance with practical solutions that deliver results. Your interpersonal skills will enable you to build strong relationships and tailor your communication to diverse audiences. If you are ready to make a meaningful difference and thrive in a collaborative, results‑oriented environment, we encourage you to apply.

Mandatory

• Basic skills in computer applications used by DTP including Microsoft Office Suite.
• Experience relevant to the capabilities of the role including customer service skills and both written and verbal communication skills. (This role includes making phone calls to customers and other stakeholders)

Desirable

• Ability to interpret government policy and legislation

We welcome applicants from a diverse range of backgrounds representing the community that we serve, including veterans, parents, carers, First Peoples, people with disability, multicultural, multifaith and LGBTIQA+ individuals. As an equal opportunity employer, we are committed to fostering a safe, inclusive, and high-performance culture. Through shared actions and behaviours aligned with our strategy and direction, we empower our people to thrive and meaningfully contribute to the department's goals.

Working at the Department of Transport and Planning provides the opportunity to contribute to creating thriving places and connected communities for all Victorians. For more details please refer to Careers at the Department of Transport and Planning.

All new appointments are subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where required. Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Non-VPS applicants will be subject to a probation period of six months. To apply, click the "Apply" button on our recruitment platform. Applications close at 11:59pm on Thursday, 11 September 2025. Include your resume and a cover letter. For further information, contact Shae Smith - Team Leader - Customer Resolutions - Roads at shae.x.smith@transport.vic.gov.au.

Important Information

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